Not naive - frustrated.
Yes - first world problems, but when you simply want to do a good job for a client and you are stymied by hurdles which are placed in your way, which do nothing to enhance the service you are providing... Hurdles which improve the quality of service are fine. I have those every day as well, but I can see the benefit (and indeed benefit myself from them). But placing people in a position of authority, but who in reality have no discretion to exercise any authority, is futile and damaging to the enterprise they work for.
The best customer service is either John Lewis or Amazon: -
Rule 1 - the customer is right
Rule 2 - of the cistomer is wrong; Rule 1 applies.
And this can be applied in a 'slightly' less generous sense to all working environments where there is a logic to the request.
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