I've always worked in customer facing jobs and my feeling is if I can give good customer service (and I do)-even when I'm having a bad day (be it a personal bad day or the company sysyems are screwing up) I see absolutely no reason why the employees I encounter as a customer can't too.
There's no excuse for poor attitude -and yes I agree that Disney concept "show" where the customer sees the positive side and all the staff moaning .....ing and complaining stays "backstage" and not inflicted on the paying customers is a good one -and do-able in any industry. I'm tired of hearing FAs moaning about their companies within my hearing amongst others.