You mean the answer betrays the point: customer service is surprisingly hard, we just have a large number of people that are capable of doing it.

This is what the whole https://people.csail.mit.edu/brooks/papers/elephants.pdf is about.

I stand by my point, you've not read the author's intent, instead you decided to twist words.

What a silly and obtuse comment.

It was a sensible, valid and pertinent reply to the parent comment though...

As with most comments, context is quite important.