…I suppose it is tempting, if the only tool you have is a hammer, to treat everything as if it were a nail.
I see it very often (and I won’t exclude myself on some occasions) that you only have a (very) limited set tools/knowledge and sometimes it’s only one tool and what is happening is that these or this tool is used for everything or every problem.
What is needed is to broaden the knowledge, perspective and skillset on different tools and understand which tool can be used for which (use)case and in addition this will open a whole new world. With mastery of these, it is possible to gain a completely different perspective and an understanding will come that sometimes a hammer might be useful not only for a nail!
Unfortunately I see the first paragraph way to often in any (customer) service and what (customer) service needs is an understanding on the second paragraph.