I'm sure of it - but it so often seems like it is.
What happened to gracious service? Servers who take the time to answer your questions without sarcasm, front desk people who don't make you feel rushed as you look for your ID, customer service employees who listen and respond with respect?
Training is so important for employees who will have direct contact with customers. Make sure you have clear, understandable training manuals that trainers work through with trainees. Trainers should ask questions throughout the training to make sure employees understand how to handle each task as well as the company mission and how it shapes how we handle customer interactions.
Training is big, but it all starts with how we as managers, deal with our employees. When interviewing, did we show them how to treat customers by treating them like customers - offering a beverage and a seat? Did we introduce ourselves and those employees working around us that day? Did we clearly explain expectations and goals?
Remember, lead by example. Treat everyone with respect and you will create an atmosphere of caring.