Well, Final 3 Greens,
How staff feel about it (I'm not talking about physical abuse here) is largely irrelevant!
That's got to be the dumbest statement I've read for a while - people's emotions determine, to a very great extent, how they perform.
Professional Customer Service staff will always keep their feelings to themselves whilst in the public eye. Things are different these days though, I grant you. People are far more prepared to wear their hearts on their sleeves. Is this appropriate, do you think?