Question

A guest calls to make a reservation. she tells you her friend made a reservation for $315 versus the $350 you are quoting as a rate. you explain to the guest that her friend did not book with your hotel. the caller becomes irate. how do you handle the situation?

Answer 1

First, it really important for me not to raise my voice. i need to maintain my emotion no matter how rude the customer on the phone might be.
Then i will patiently explain the truth about the situation (her friend did not book at my hotel) and i will try to calmly persuade her to ask her friend about the further detail of the booking