Customer-facing people, more generally. And I think this codifies why the google-style customer service is so jarring: the “shock” is just a loose spring which

Customer-facing people, more generally. And I think this codifies why the google-style customer service is so jarring: the “shock” is just a loose spring which easily bottoms out its travel: before it hits the limit, no feedback from outside the system can travel into the system; and after it hits the limit, the feedback is largely limited to giving up and going somewhere else.