Notes

when saying "no" nicely isn't enough
let them express their emotions
avoid asking to calm down
remain objective
keep calm
keep your voice tone soft and low
show that you have listened and understood
remind the customer of our limitations
ask how else you could help given the limitations

What are "objections"
an objection is an expression or feeling of disapproval. It is an action of challenging or disagreeing with something.
After you deliver the bad news and provide all the explanation or alternatives possible, there are times when your caller can't help but Object.
Before providing the meaning of Objections, ask the agents: what kind of objections would you normally encounter?
You may feel lost on what to do with your rebuttals, especially after exhausting yourself with the bad news delivery, but here we have a step-by-step process on how to Handle the Objection

how to handle objections
listen and paraphrase
listen to the objection before handling it. Give the caller a chance to vent out and explain the concern. Never assume and jump the gun

Acknowledge
when the caller is done talking acknowledge talking, acknowledge the concern and the emotional state of the caller. Use verbal nods to show that you are listening

Empathize
Provide your empathy statements tailored to the situation of the guest

Check
check back with the customer. take a moment to confirm that you're answer the customer's objection fully
highlight benefits and outcome
provide the WIIFM to the customer about policies

Redirect
explain the situation and the reason behind the caller's objection. Focus on the positive and provide options/ alternatives

Learning Objectives

Call Skill Drill

Learning Objectives
identify the different part of a basic email structure an
Basic email Structure like the simple email
identify the different part of an email
Subject: update booking at the name of the hotel
Greeting customer: Dear sir/madam
introduction who are you and your position
Bring the issue
Resolve the problem
there are 7 kinds of emails send to the customer

Welcome emails
A welcome email is the first email a company sends to subscribers once they sign up for email marketing or create an account on their website.
Transactional emails
Some of the examples of transactional emails are order, shipping and delivery confirmations, refund-related emails, password reminders, and similar. They are usually triggered by a user request or an action that just took place.

Abandoned cart emails
send to shoppers who add items to their cart but leave the site without making a purchase.

Back-in-stock emails
It happens, products run out of stock, and sometimes there is no quick way to fix this. Your site visitors browse your store just to find out that the item they’re interested in is not available, and it costs you sales.

Promotional emails
A promotional email is an email that includes an offer for your subscribers. Its primary goal is to sell, and it usually comes with coupons, discounts, sales announcements, access to exclusive content, and similar.