I'm really getting (maybe needlessly) a bit irate over the endless stream of "they didn't have the training" comments each and every time some employee attacks someone. For this incident too but also for many previous ones, in a lot of forums from reddit to local newspaper websites I found this line of reasoning or explanation.
I may get flak for this, but as a German who once (very happily) lived in the US for a decade, the stories as well as the comments seem to come mostly from this country, and I did not notice them (in this number) until this millennium. What's happened in the US, I wonder?
Let me make my position clear: It should be obvious that not attacking people does not require "more training"! That's just being a decent average human being. I don't know what I'm more worried about, the number of incidents (might just be because of ubiquitous smartphones and the Internet) - or that sooooo many people (US-Americans mostly?) seem to think that this is a "training" issue.
To me this seems like a large culture of "it's their fault", meaning "management". Part of it really is, since so much of the work culture (service jobs especially?) is designed to be extremely hierarchical. "Sorry, I can't use common sense, I have to call in a manager, he is allowed to use 1% of his brain but I'm not." (The higher level management is allowed to use ever more brain/judgement.) So it seems the success of this "education" of creating an obedient workforce unquestionably following procedures and rules is too great, it changed the way people think and look at everything, not just those jobs?