To be fair, a front line customer service agent is probably an unreliable source of corporate strategy, or really anything in general. In fact, I'm quite sure Comcast customer service can make Mother Theresa herself look like an evil megalomaniac.
Every try debating a TSA agent about how many explosive shoes they've seen in their careers? They just have a job to do. They aren't allowed to think -- they just follow their state diagram. "Shoes on? Yell until shoes come off. Why? Because that's what the chart says."
No. As a dark-skinned person with a short beard/light stubble, I doubt that would go over well....
I doubt there's a better example.
There are plenty of better examples, but they couldn't afford the PR agencies and myth-creators.