>your lived experience indicates that harassing front-line low-level employees about it does not work because they won't be listened to.

I'm saying inconvenience from an outside force (not the low level employee) gets actions done, not words from the employee. It can be the custome, it can be a malicious actor. It can be the federal or state government. But it has to come from outside or up top.

I don't know how you construed that as "so customers can't do anything"

>Go for the people who can actually set policy: ministers, representatives, council, agency boards, managers. When you call, rather than take it out on the employee request to be transferred up.

If you've seen local policy these days... Yeah, not really. LA just had a new Metro line approved despite the mayor's attempts to delay the vote. Policy isn't working with us.

I won't say escalation doesnt work, but I haven't seen it pulled off. Wait queues for help is already so long, so asking more time of the customer might not be feasible. It's already inefficient enough that we need go use Synchronous calls to to do all these duties.