Sadly a lot of that goes on.
Either your manager lets you get away with murder and never picks up staff for doing not very much or they go totally over the top and pick up on absolutely everything.
There is way too much of focusing on the here-and-now without looking at the bigger picture (hey I could be a manager! I have all the jargon!)
If someone is giving good customer service (and god knows there is few enough of them) then as long as they are not totally abusing it they should be encouraged not hit with the gestapo techniques.
to Manpower for this one.