>Can you really fix these people? Does reminding them to do their jobs and be nice actually correct their behavior? I have serious doubts. Everyone has a bad d

>Can you really fix these people? Does reminding them to do their jobs and be nice actually correct their behavior? I have serious doubts. Everyone has a bad day occasionally. But those that are routinely bad at being nice should be encouraged to change, and failing that should be exchanged for people who will be nice and helpful. Helping customers is a skillset like any other: some are more qualified than others, and if you're bad at it there are plenty jobs for you that don't require that skillset.