That is true but the other side of that is that often employees lack the imagination to deal with customer problems. Many of the younger employee can not deal with anything that deviates even in the slightest from their training. Example, bakery/deli has a run out of vanilla coke. Young front counter employee does not know what to do besides tell the customers, "sorry, we are out." Older employee goes and gets the bottle of vanilla coffee syrup, puts a pump in the glass and fills it with Coke. Problem solved.
This is what is known as a stop gap measure and the younger employees have trouble with the concept.
Also, some customers need to be thrown out and told to never come back. They're a menace to other customers and employees.
Oh yes. I have a rule that you will be polite to my employees. Even if they messed up. You can ask to see me and I will fix the problem but you will not yell, berate or cuss them out. I have a few people who were told to leave and not come back until they had found some manners.