Dead Eric Ciaramella is discussing:

"Our guests' experience is a top priority at Firehouse Subs and we're saddened to say that this guest was not treated with the heartfelt service we expect at one of our restaurants," said Firehouse Subs.

There are no good guys in this story other than the manager and others not directly involved.

The fact that the customer Zhe Zhao (who is an "international student" probably from China, which means he is a communist) refuses to accept an apology from the manager tells you there is at the very least an agenda here, which is probably to get an official statement from the chain bowing down and kissing the butt of the Communist regime so that Zhao can look like a Party hero back home when it's broadcast all over state media that he made an American corporation bend the knee.

Honestly, it wouldn't surprise me if the employee accused of writing "ching chong" on his receipt didn't even do it - but that Zhao hoaxed it for pure propaganda purposes.