Comment by britzkopf

I was a customer facing employee for a company whose underhanded policies caused me to face a lot of (legitimate) hostility. I eventually quit for this reason, and I know at least one other employee who did. That company lost two otherwise good employees. It works, it's just a question of how much collateral damage you're ok with. If management want to use front facing employees to shelter them from customer grievance, what other target to people have?