What is protocol for staff members when they are told to engage with customers

I would like to know protocol of how employees should talk with customers Due to an incident that has happened at Mimosa Engen (Cresta) The staff on duty by the teller have the urge to put themselves inside peoples relationships.

I as a customer who lives in the area especially during this pandemic of COVID19 who leaves the house in order to buy necessities that were shorting would not like such to be happening. By the near fact that my life is not open to the public,so I don’t understand where the employee gets the nerve to interfere with my relationship