"OMG, where's the touchscreen on this effing thing?!?!??!?!?!?!?!?"

As an earlier poster said (not using his exact words), it's likely a matter of supervisors (or upper management forcing those supervisors into) pushing these kids into the deep end before they're properly trained and without having ensured that they at least have some understanding of what they're doing. That's been a problem with the service industry for too damn long, and it's spreading out into other types of businesses. The "bottom line" and "efficiency" matter more than professionalism these days, and we see the end result in what passes for the news media all too often.