I have always been inclined to consider that the attitude of the staff towards the public is one of the most important elements of quality in service and the most difficult to adapt to the policies of companies, precisely because these elements are inherent to human needs, and that it must be addressed as a matter of satisfaction on the part of both customers and employees. The attitude has to do with social attributes, because they affect the cordiality, courtesy, kindness and concern for customers on the part of employees and has been somewhat neglected in developed economies due to investment in R+D. This can become the element of the wide range that make up quality, which would set the tone.
The way in which the customer perceives, for example, the organization of products in a supermarket, their correct expiration dates, the proper distribution on the shelves and distribution of spaces, the lighting, the waiting times at the checkout, the adequate means of payment and even the means to solve customer problems, can be tarnished under inadequate interaction with the store staff. since a service without kindness and without interest in helping customers would turn the premises into a meaningless empty space, considering that commerce by definition implies a relationship of a social nature. I am convinced that attitude makes the difference, because if the customer perceives that we are doing things in the best way to provide an excellent service and we treat customers as people, we show that they are important to us and in the process we are immensely satisfied with the work accomplished.
This is why a clerk who is not even willing to answer the greeting to his customers can cause enormous damage in the long term to service companies and for this reason we have to promote processes of evaluation, monitoring and correction of the entire service process to detect this type of failure. Since all the blame cannot fall on the staff, the company also has to establish this type of mechanism, if it is really interested in its customers according to its policies, and of course take action.
