The reverse of this: in my early days in tech support for a major router manufacturer, we were told the CEO would occasionally call in posing as a customer, and

The reverse of this: in my early days in tech support for a major router manufacturer, we were told the CEO would occasionally call in posing as a customer, and agents had been fired for being rude or offering poor support. To this day I don't know if it was true or not, but it scared enough people to think Big Brother was always watching.