Surely, you jest. What museum/heritage operation has "dedicated customer service employees"?

Even if they did, the standard off the shelf VRU requires you go through the rat's maze of options that is designed to provoke "call abandonment" with the phrase "please listen carefully, as our menu options have recently changed", "did you know most common issues can be solved on our website" or "would you like us to call you back (repeatedly)"

There's a reason consumer advocate Clark Howard coined the phrase "customer no-service". The typical inbound call center is places like India, Malaysia or Singapore desperately trying to search for pre-formatted answers. On the chance you actually are directed stateside, your "representative" is increasingly like to be an AI/computer generated voice-again trying to put your inquiry/complaint in one of its boxes.

Then if you actually get a real person, who is fluent with American English with all its confusing idioms and metaphors, they'll try to convert your dissatisfaction to a mere emotional response. You can always tell when they are doing that because they will apologize-not for the defect or failure-but how you "feel" it about it. They are trying, in a poorly concealed manner to transform their issue into your emotion.

Verizon tried that with me one day when I was feeling playful and after I actually got a manager with some authority and arranged to have the problem fixed in 24 hours (not 168); my wife quipped that she thought the person might be calling the employee helpline after I trashed every excuse, not only for the interrupted service and the attempt to make us wait a week for restoration, but the ham-fisted nonsense in handling my call.

Now with respect to public discussions. If your people are HOS and they are governed by NORAC-12th edition fresh off the presses, there are two general rules that apply (my bold and italic added for emphasis)


D. Employee Conduct

Employees must devote themselves exclusively to the Company’s service while on duty.
They must render every assistance in their power in carrying out the rules and special
instructions, and promptly report any violation to the proper official.

To remain in service, employees must refrain from conduct that adversely affects the
performance of their duties, other employees, or the public. Employees must also refrain from conduct that discredits the Company. Acts of insubordination, hostility or willful disregard of the Company’s interest are prohibited


L. Protecting Company Affairs and Property

The divulging of the Company’s business affairs to persons other than those authorized to receive such information is prohibited.

Company property must be protected. If Company property is endangered, employees must unite to protect it. Misplaced articles and freight found on Company equipment or property must be cared for and reported promptly.

It is prohibited to abuse, misuse, deface, or deliberately damage or destroy Company
property, tools, or equipment