What is one to do?

OK so my company is integrating a new call flow and I have recently gone through the training. So now I am on a call the other day and I get this irate customer on the phone who is upset because someone has ordered a product for her without her permission. Now based on the new Call Flow we now have to apologize every time a customer utters something they feel we have done wrong to them or anything that resembles a frustration even if it is not related to us or our service. They could say that life for them has not been the same since their parakeet died and I have to apologize. Anyway a rep in my own office was the offender and the customer was railing on and on and on. She wanted to know what was going to happen to the "kid who did this to her" I advise per the new call flow that I would get a manager for her; but mine was on a call already so I offered her a call back to which she replied nothing would happen anyway. Then I transferred her to a cancellation rep and emailed my manager to call this customer back. She did not want to escalate it to her manager but instead she email the manager of the rep in question. And at the end of the day I get cc'd on an email from this rep defending his actions. I so over it at this point because I have had altercations with him in the past with his unprofessionalism. And to make matters worse his wife works at our office also and all I can think is great now I got 2 angry folks to deal with cause of his stupidity. Now onto my manager I wish she would have escalated to her manager because this whole thing stinks and all I did was come to work and this crap lands in my lap.