Amen, amen, and amen.Roy, I say this with a smirk I bet you and others can relate to. Much as I wish that first line customer service people knew answers like NASA ground specialists....
In work it's been my experience that the guy (or gal) with the true expertise is some subject matter...
...the one who knows the answer to your question before you ask it
..the one who corrects the form of your question to perfection--because they're pedantic
...the one who sighs because he/she gets this question so frequently and thinks people with merely average intelligence are idiots
...but yet the one you come to with trepidation because your other smiling fellow workers don't know "ship from shinola" the answer to your question.....but's are great with people
...don't often make great customer service reps.
"I bring the requirement from the customer to the engineer! I HAVE PEOPLE SKILLS!!"