I’ve been doing this customer service thing for awhile now. In that time I’ve seen the occasional round of people who always go “straight to the top”, even for the simplest of things.
So, here’s a flow chart resembling my place of employment that illustrates what happens when that person makes such a request:
You see? Doing this doesn’t provide for “better” or “faster” service. More often than not, the request is re-directed to where it should have started in the first place and the request is often delayed because a good support organization already has a mechanism to make sure that the right group gets the right tasks.
To be crystal clear, that isn’t to say one should never engage with an organization’s leadership if you’ve gone through proper channels and have gotten nowhere. If you go this route your concern will carry much more weight when leadership realizes that you honestly tried to get things done per-procedure and it didn’t work out. This information can help an organization become better and plan for contingencies that may not have been foreseen. Once that unknown is identified, it can be included in the proper workflows to the benefit of all.