Intoxicated by the warm brew of self-righteous indignation: Where has all the courtesy gone?

I phoned a colleague’s surgery recently and heard the recorded message.
There were various options about making an online appointment, and what to do about COVID symptoms, and an apology that all receptionists were temporally otherwise occupied, and that the call would be answered ASAP.
Then there was a stern statement that rudeness or abuse of staff would not be tolerated.
It was not clear just how this intolerance would manifest.