This is apparently a strongly recommended exercise offered at Amazon. You can shadow a CS rep and follow along with voice calls, chat support, or whatever. I believe they also have an internal program where, for a day, you can relinquish your "normal" duties and spend your time working in a warehouse, or an Amazon Fresh freezer, or on a delivery fleet* - just for the empathetic experience.
* Definitely not sure how accurate this info is. Comes second-hand.
At the food delivery company I work for part of the onboarding process for all new hires is to have them place an order, handle some customer support calls, go out for a shift with a delivery driver, and shadow one of the shops packing orders. In my opinion its one of the best policies we have as everyone goes into the job with at least some understanding of what we actually do. Working remote I don't get the chance as often as I'd like, but even six years in I still learn new things everytime I go out and actually watch people using the systems and processes we design in the office.
* Definitely not sure how accurate this info is. Comes second-hand.