When is too much, Too Much?

Ever felt like you've done enough to achieve what you're trying to reach? Finding out in the end that you've done more than what you should have done and so you failed? Sounds complicated? It is. Hehe :p

Let me explain myself given the following scenarios.

1st scenario:
I work in one of United States' famous bank's call center, located here in the Philippines and been in this company for about 2years, 4months and 19days now. Have worked with different types of people, and have received thousands of calls already from people around America and beyond complaining about their current status for their mortgage (being affected by this Global Financial Crisis).They've explained that they did everything they could to keep up with their mortgage payments, and yet still feels like nobody could help them avoid being in default.

As a Customer Contact Professional, we are expected to understand (and yes,we do. Believe me. We're also affected by GFC you know) and also make them understand that We are definitely there to reach out and help them with the quickest,smartest and professional way possible. And yet what we get in return is either a customer who's so mad that we can't even explain what we need to do because the caller won't just let us speak; or a customer who's so demanding that they would just not understand that a certain issue could indeed take time to be resolved. Sometimes, if not most of the time, our callers do not just want to understand that We on the other line is also wishing that their problem could be resolved in just one snap of a finger. But it's just NOT that easy.

Now where does my title fit in this first scene?
It's when expecting too much action from others ASAP may lead to too much anxiety and worry that an existing problem won't be resolved.

2nd scenario:
I encountered a new agent ("newbie" is what we usually call them) from the month of april til late last week of this month. What's with the timeframe? She finally gave up and resigned. This is what happened: I don't really know the whole and exact story, but what i do know is that she has this problem dealing with her immediate superior since she became a part of our company and since the time that she was in what we call our "Learning Center".

It was like all her efforts were not recognized and even a simple encouragement from her superior that she can make it through was not given. That is as far as her performance at work was at stake. I remember her telling me that this was the very first time she became REALLY stressed not because of the account she was with, but with the kind of treatment she got from her superior. It was like whenever she asks for assistance,she will not get a response as what a superior should say to a newbie; or like she will not get a response at all. Eventhough all she wanted was someone to guide her and respect her despite the fact that she's older than I am and of the rest of her team mates, but also get some respect from her superior, as what a Father could be to his child no matter the amount of gap they may have.
Nobody knows until now the reason behind such treatment though.

But where does my title fit on this scenario then?
It's with the question of when is too much approach to a "newbie" considered Too Much just to let her learn from her mistakes alone and be strong and matured enough to accept the challenges our work has to offer? or when is too much of a superior's action becomes Too Much that an employee would feel such burden? Is it when after all expectations from both parties were delivered and yet one couldn't comply with what was agreed, or is it when as much as someone feels his position is worth enough to lead and demand, would make it good enough for an employee to stay?

Now tell me, it is complicated isn't it? Maybe you'll have the answer. Help me understand. :)