[chrisleydon]

That's true for certain feature requests, but we're targeting support problems with this particular sheet. It's best not to assume that the customer is 'stupid' and instead see them on the same level as them, it's all about a mindset. If you go in with the customer is always wrong you won't go that extra step to try and help them, more dismiss them.

[marginalboy]

I've managed a high volume call center for 15 years and I agree with this very much. In my experience, it can be easy to view customers with cynicism. But answering an extreme principle with another extreme principle isn't useful, either.

I think it could be reworded and be more useful (see my comment further down).