Well, with quality customer service the metrics usually fall into place. You can know everything and anything about a product and still be rude as hell or not the greatest at communicating or empathizing with that customer. Not saying he is by any means and completely understand where you're coming from with that. All centers are different and his may be a lot tougher to meet than my center. Also his mgmt and leadership may be a lot stricter as well then where I am with write ups and such, rather than meeting one on one and working out the blunders. He definitely deserves better from the way you're putting it. I know he'd do well at my location with those traits! Putting someone on the cusp of termination every week does not work well with the employee environment as well as support for our customers. Hopefully he works around whatever demons are flying around his center. One thing is for sure though, if he can work well at that kind of place, there won't be much he couldn't handle with any other position or job! :)