Depends on how you define your expectations.
I have been in the thick of this battle a number of times. Here are my points FWIW;
People skills and personality are something you gleam from an interview and references. You're better off hiring a customer service person that is people oriented as an entry level person to handle customers and triage, then pass the issue on to engineers and techs. This lets you stage your talent, customers get a friendly face and engineers/techs are less likely to feel bothered by chronic issues and people. I'm not saying engineers/techs are not skilled at this and can not perform these tasks, it's just not the best use of a resource.
It never hurts to be nice, reach out and be pleasant, but some people will NEVER be happy, accept it. They look for excuses and things to complain about and technology is an easy mark for certain types.
It's a waste of a resource to have your Tier 3 high end Cisco engineer spending cycles "fixing" someones laptop because their kid downloaded LimeWire.
The examples of poor leadership and management are unending when it comes to forcing people into the wrong job.
You want great customer service? Hire a customer service rep.
You want great support and engineering? Hire a tech/engineer.
The two can then work together and improve your business.
