Recently, a prospective new client said “We actually don’t get many phone reservations anymore, but we do get a lot of questions.” Because they record their incoming 800 calls, our KTN team was then able to audit actual conversations their reservations agents were having every day. Sure enough, just as they said, most callers were only asking questions about things like amenities, bedding configurations, fees, and services. Then we pointed out the obvious: there is a reason why people ask these questions, and it’s not that they are just curious!
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