Amtrak's current management recieved, as I interpreted the comments, an almost universal F grade from the former Amtrak President's in this months Trains....

I've met Joe Boardman several times, and on my first meeting, I had immediate concerns with his clear lack of knowledge about the needs of the thriving western corridors and state supported systems. His prioriites have been confusing and unclear, and despite the opportunities presented by the reauthorization of the Rail Act, Amtrak has appeared to drift. Amtrak has been seen as unresponsive to the needs of the growing regional corridors, in many cases to the point that many regional corridors are setting up governance structures, which may be able to contract out these services, or set up regional operators, to take over some corridors from Amtrak.

As to this episode, good customer service for first class passengers, given how few there are, and how much of a fare they are paying, doesn't seem that difficult to achieve. It's been done before, but it takes leadership which is able to show vision and empower employee's, not just harass and nit pick.