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In my retail days, even when you ended up with a staff member who was willfully arrogant and couldn't care less, you still knew through sheer common sense that having it out with them on the shop floor wasn't going to solve the problem and wasn't the right thing to do—on top of not looking good in front of customers. The last thing you want to do in any situation is air your dirty laundry to those who don't need to know.
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This is one of the few times when customers complaining is a good thing. It shows that they're real, compassionate people who care about the other people around them, whether or not they're wearing a name badge and a polo shirt. The vast majority of times, this is—or seems not to be—the case, so it's a breath of fresh air to see.
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"Yell at me in front of customers, lose your job..."
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