Behaviour means what you actually do for (and to) the customers. Staff may have a very good attitude towards customers without knowing how to put this into practice.
Anyone who deals with customers must treat them the way they expect to be treated – which is prompt, efficient and with respect. In general, customers do not like staffs that are:
-Scruffily dressed, badly groomed, or sloppy in their behaviour.
-Inattentive, off-hand, rude, sarcastic or “superior,
-Lazy, slow, or uncommunicative.
Personal standards are important. It is difficult to show respect for the customer if you cannot demonstrate self-respect first! At the point of contact with the customer, this becomes very important. First impressions count.