My Changed Views on Customer Service

        The first thing that changed my perception of customer service after taking this class was the front desk service. I had always thought of front desk service as nothing more than taking reservations for guests and answering the hotel's internal phone lines. In the class, we had to role-play what to do when a guest asks for directions. I thought I gave detailed directions, such as "go out the door and turn left," but the teacher said it was difficult to understand. I was then instructed to use east, west, south, and north for directions. I learned that it is important to give specific directions, such as "go out the door on the south side," or "go toward the east. I also learned how to use language: hello is not appropriate for the front desk, and good morning and good afternoon are better. I am also told to use "I understand" instead of "ok. I thought that the most important thing in customer service is the use of language. I came to think that the most important thing in customer service is the use of language, because depending on the language you use, you can make the customer feel welcomed and good, or you can make them feel angry or uncomfortable.