Realistically, how can the customer control how CS treats its staff? Are you suggesting that customers boycott the company because they supposedly treat their staff in a substandard way? I think this would be expecting an unrealistic level of interest and engagement from a consumer base who merely wishes to get from A to B in relative comfort and is paying a substantial cost to do so.
I find it amazing that there is an apparent issue with the managers not being 'very kind' to their teams. They are there to get the most out of their teams and on occasion, often more frequent than anyone would want, this involves asking people to do things they wouldn't do of their own volition. In no way am I excusing tactlessness or rudeness, but hand on heart I cannot say I am constantly 'very kind' to the people I manage. Equally, they are not always 'very kind' to me, and nor do I expect that, as that is what I get a salary for.
Re the Club Car, I'm staggered the concept is described as 'silly'. Having been on FGW's equivalent, what CS was attempting to do did not hold a candle on a culinary level, it was hardly the most ambitious food going and very clearly simplified for the benefit of the staff not the customer. But even that is apparently too much to bear.
I'm pretty new to this forum and know very little about the UK rail industry and I am not one for hyperbole. But reading the tone of the language that is applied to staff, I am taken aback at how slanted it is towards the staff and not the customer; 'poor staff', who need to be treated 'very kindly', 'supported' though changes and who have 'no interest' in doing the Club Car service (as prescribed and advertised) because it was 'easier' (for the staff) before.
Genuine question, is that truly meant to elicit some kind of sympathetic reaction, or expectation to change anything, from Mr or Mrs Miggins who has paid £££?