I think the author agrees with this. And they see the employee behind the customer service account as acting as a mouth of the company. Responding to what they

I think the author agrees with this. And they see the employee behind the customer service account as acting as a mouth of the company. Responding to what they say in that role is shaming the company, not the individual. Bringing the employee's personal life or questioning their individual abilities would be unkind, however.