It’s a common complaint for the tech savvy that you need to go through the gauntlet of dumb questions (did you check if the computer is on?) before you get anywhere with customer service. What if a company made it a policy that a certain proportion of their customers could get “upgraded” into getting direct tier 2 support. Now customers have an incentive to be nice to the reps because the reps are able to reward them and reps have a better gauge of what level of technical sophistication the customer is.