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This does not really seem to be about CSRs at all. It isn't about Bezos yelling at some low level worker because John Smith's Kindle still hasn't arrived; it seems to be more about Bezos dealing with company-wide policy on matters that deal with consumers. In the specific example, Bezos wasn't concerned someone who accidentally sent out a targeted e-mail based on that person's purchase of, well, sensitive products; he was concerned that it was Amazon's policy to do so. The person he was yelling at was the person responsible for the policy, a senior manager who reports to Bezos (and is worth several million dollars in his own right).
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