The underlying problem here is well, NO CONSEQUENCES for bad behavior, or poor customer service. When I started working after college, my first job was at a bank, I went thorough a 6 month rotation program where I did 2 weeks in every postion in the bank, started as teller, then head teller, then customer service desk, loan processor, loan officer, etc, etc. We had a company wide team of "mystery shoppers" who were company quality control officers posing as customers. They were so good at acting like difficult and demanding customers, it was really hard to detect them. Any bank employee who got "mystery shopped" was automatically called into their manager's office at the end of the day to inform them that they were "mystery shopped" and what their score was. If you got low scores during 3 "mystery shop" episodes, you were automatically fired, for each positive result you were given an award plus $300 dollars. So generally every teller and customer service agent was nice, because they knew it would mean their job and no $300 which at the time for a teller was a week's pay (early 1991). Here in Argentina if you tried to discipline an employee, can you imagine the result to the company? They would be called "burgués" "exploiters" and the union would call a strike. That is why companies don't do anything to bad employees, they pretty much call the shots and run the company and act however they want, since there is no incentive not to. Plain and simple.