[crayboff]

I've also worked in a highly technical customer service role and you are absolutely right. 95% of our time was spent on 5% of our customers.

Even though they spend millions of dollars a year on support, they easily cost us more than that to help them. Simple issues that we had documented solutions for (and explained to them dozens of times preciously) were just as critical as outages to them.

We had to throttle the support we gave them in order to provide a better experience for everyone else and try to train them to be better customers.

I'm looking at you Tata and Vodaphone >:(