A couple of threads about Customer Support have been posted on LOTRO Forums, with possibly more to come. These are interesting and humorous. It is refreshing to know a little about them.
The first introduces the Customer Support Staff:
http://support.turbine.com/link/portal/24001/24047/ArticleFolder/858/Meet-the-Team
The second is an Interview with Customer Support by the Players Council:
https://www.lotro.com/forums/showthread.php?&postid=7453602#post7453602