As a probation officer I can confirm that offenders do get confused about customer service.
An offender once told me how crap I was, adding he was going to write to trading standards and the probation ombudsman and have me sacked!
i was struck with worry for almost a nano second. Told him I was employed to serve and protect members if the general public, a group he was no longer a part of,
I politely suggested he may wish to go home a get his tooth brush. He was then returned to custody within a couple of hours for breach of his release licence. he didn't send me a Christmas card. He didn't complain and I didn't get sacked
i was very hurt by not getting a Christmas card. Oh well... The moral of the story, do your job to the best of your ability and you won't go far wrong.