You are right, she did do well in the face of an abusive customer, and, as you point out, I’m not in Kansas, or even the US.

I am a senior manager, and have faced this before and have reacted by trespassing customers from all of our branches, closing accounts, denying customers accounts, etc. I also know that my position is unique and privileged.

I answer to the owners of my company and they have my back.

I behaved in the same way in an American owned corporate, and whilst they initially backed me, I was up for redundancy at the first opportunity for them.