This situation is complicated and I've noticed most of the top posters saying they would fire the employee immediately. However, the behaviour expectations weren't communicated properly post acquisition and it's really the company's management who are responsible for protecting the company from these situations. Imho the situation is something like, it's the employee's fault, but not their responsibility. Management should have done a lot more to prevent this happening and communicate to all employees expectations in a clear way. Imho the VP should have taken the L, communicated a clear policy and then dealt with the angry customer personally. This whole sacrificial 'fire the employee' thing makes the company and the VP look weak and pathetic. It's much harder to meditate and communicate towards an amicable resolution.