Customers care for how they are cared for.
In one survey customers said what they value most –
19% said best price
36% said high quality
45% said friendly service
Don’t try to hire people and teach them to be friendly.
Hire friendly people for jobs where they interact with your customers.
I agree with you, but even friendly customer service people sometimes burn out during the week and slip up. It goes back to your blog a few days ago where the employer shouldn’t use up the employee so there is nothing left of him.