But how about apologizing for no mistake of yours?
When a customer calls you saying he wants to make a payment and your support staff assists, having a support staff seems justified. The support executive is only too glad to be doing that job.
When the payment page is messed up and your support staff is summoned to say sorry, neither your support staff nor am I happy about this, especially when your next product roll out doesn’t take any inputs from your Ops/Support team.
Interestingly, any company which has grown beyond investor estimates has more support staff than developers. You will be surprised to see the results for the search term ‘sorry’ or ‘I apologize’ among the support tickets.
If your design and development team is doing their best, why should support or Ops team be your biggest cost center? Don’t YOU owe an apology?