Great customer service is about being genuine, it shouldn't be fake, developing a different personality, or scripted.

In an article by Forbes, Patrick O'Conell, the owner of the Double Five Star, Double Five Diamond The Inn at Little Washington, said employees shouldn't put on airs. For example, they shouldn't put towels over their arm or use french terms just to sound fancy. He said his restaurant works against anything false and insincere.

"What you do need to do is put people at ease and take care of people and make people comfortable in how you act and in the language that you use," according to a memo for his new employees. "Your 'French' or 'fancy' airs that might have been cool at your last gig aren't cool here, because they're silly and artificial. We don't want an imitation of a waiter. We want the genuine article."

"Hospitality requires this same ability to adjust, depending on the situation and the guest," said Fairmont, Raffles, and Swissotel (FRHI) Executive VP Doug Carr.

This is why being mindful about what the customers think about the services a business provides is very important.

The Financial Times reported that British Hospitality Association made a survey on its 758 members, which includes cafés, hotels, restaurants, and other attractions. They found out that 75 percent of them believe that comments from customers are very useful for marketing and promotional purposes.

Meanwhile, the Business Insider wrote that StellaService found out through a survey that from August to October 2015, the top five companies that executed the best customer service are Burberry, Mr Porter, Shopbop, Net-A-Porter, and the top one is heritage retailer LL Bean.

Meanwhile, Sara Kearney from Hyatt, said scripting may not be good, but they still do a lot of role-playing as practice. She said that if they hire people with great personalities, they wouldn't train them to try to change their attitudes. This way, their employees can make a real connection with the customers.