Are those people in contact with the customer able to make decisions regarding the roadmap or feature design? It’s a miserable position to be in front of unhappy customers while having no power to solve anything (which is why I tend to be polite with customer support).
Truth. I'm that person and didn't appreciate how rare I was until I became an EM and learned that most of my team would actively avoid conversations with the customer. Even though I have no way to quantify it, I'm sure it's benefitted my career.