That is a very broad generalization of customer service/support organizations. That is certainly not the case for organizations I've personally worked for, and

That is a very broad generalization of customer service/support organizations. That is certainly not the case for organizations I've personally worked for, and that includes time I spent as a phone tech early in my career. > the fact that companies employ ... a team of people who it treats as second class citizens and does not give the necessary tools to fulfill these responsibilities Again, I acknowledge that there are orgs that do exactly what you describe, and sure, call out the bad where it exists, but it's also not fair to generalize this to "companies".