In the office I just spent over ten years working in, "appearance" and "perception" counted more than performance in the areas that "faced the customers".
Those pretty people they hired as "Customer Relationship Specialists" would go out to the outside departments, agencies, businesses, whatever, and promise them Warp Drive and Fairy Dust.
Then it would be up to those of us who weren't pretty, but knew what the hell we were doing, to explain that the customer had been lied to.
I have firsthand knowledge and experience with that.
In one case, a CRS went to a new charter school and told them that they could get a high bandwidth internet connection "on the cheap" with something better than DSL that would reach T-1 speeds (at least 1.5 Megabytes Per Second).
It fell to me to explain to, first the principal, and then their board president, that, not only would any connection not be cheap, as they were a couple of miles out of town, they couldn't even get DSL, which is a radio signal sent over the phone wires and degrades with distance to the point where it simply won't work. Then I had to explain that even Comcast (curse - spit) was going to charge them an installation fee that was more than the CRS said the school had in its budget.
They were not happy.
In the end, they applied for and got a grant from the US Dept of Ed that covered part of the install fee for a fiber connection that was much better, and a lot more expensive, than DSL.
Oh, and the CRS? Got an "atta boy" for good customer service from the Governor for lying to somebody else.