Obviously, all of your customer service employees should be people persons (at least I hope they are!). But, what about the techs, clean-up staff, drivers, parts people, and everyone else who is perceived as being part of your shop? They should be reasonably customer-friendly, too. As for the ones you have now who are not, train them or find them a place to work that better suits them because your business isn’t it. These people can cost you tens of thousands or even hundreds of thousands of dollars over time. You are better off being short-staffed with friendly people than sufficiently staffed with average or less than friendly people.