There’s no neutral in customer service or in creating a customer experience. It’s always possible to improve things for customers via your presence, or to detract.
For example, take customer service in healthcare (aka “the patient experience” or “patient satisfaction). Healthcare professionals who act aloof, noisy, sloppy on the long walk from the parking lot to the time clock are detracting from the patient experience, even if they do the best possible job once they’re clocked in and badged up.
