I've never worked customer service, but I know that some managers will 100% stand by their employees against abuse from customers, and don't demand smiles. I've

I've never worked customer service, but I know that some managers will 100% stand by their employees against abuse from customers, and don't demand smiles. I've heard of this specifically w.r.t. some coffee shops. (Now I wonder if this has anything to do with France's reputation for surly customer service -- are the employees simply not expected to give "service with a smile", and Americans are horrified by the contrast?)