[detst]

> When the boss disrespects customers in front of his team, that sets the upper limit for how well customers will be treated by the company.

A single incident sets the upper limit? We don't know what kind of example he sets on a day-to-day basis. Customer service is a mentally taxing job. If I'm the person on the front line, I'm thinking, "at least the boss understands and has my back" rather than feeling defeated. Some customers are just bad customers; sure, try to understand and sympathize but there comes a point to tell them to "fuck off" (in the appropriate customer-service language).

The only thing wrong here is that it leaked out to the customer.