They used to be run as two teams with different wage structures, so CS staff got a higher basic wage as they were less likely to get bonuses.
People used to queue out the door on Sundays to bring things back, sometimes they actually had a reason and had purchased them from a PC World.
Most management had come up through sales and had no idea of decent CS, even though there own terrible training videos stressed the fact that people who have had a bad experience will tell lots of people when people who have had a good one don't.
The internal training taught retail law reasonably well, but people were then encouraged to ignore it, like telling people they had to contact the manufacturer directly when the customers rights are with the retailer etc.