Have you ever seen how people get people in customer service departments to treat other people? I'm absolutely not saying the abuse given to customer service p

Have you ever seen how people get people in customer service departments to treat other people? I'm absolutely not saying the abuse given to customer service people get is justified, but it's not unprovoked either. Turns out when you codify bad behaviour, you get bad responses to that behaviour. What's the justification for codifying that bad behaviour in the first place?