Notes

needs to work on tonality to enhance the customer experience. The " uh " makes it sound as if you are unsure of what you are speaking about. Also conversations need to be started during these calls or set your probing questions in a manner that it will stretch through the call so as to avoid dead air while searching for the rate. A part of this is happening because you are not providing BENEFITS on your calls. Simply as saying " while my system loads the availability let me inform you that you will be accommodated with free wifi for you to stay connected as well as a wonderful breakfast in the morning so no worries about how you will get around to find breakfast also free self parking if you are driving to the hotel, so your car can be safe" Assurance,i do hear this on the call but it does not sound as if you mean it . " no problem i can definitely assist you with your reservation needs,:: you have come to the right place::: Also placing of mike is very important as it affects what the customer thinks of the call. Breathing into the mic does not make the customer want to stay on the line for a long time. Smile and sound excited to be serving your customer, if you dont know how to sound excited sound confident (*SURE) of what you are saying at all times to assure the customer that we are here to help and they can trust to give you their CC information. Please take you areas of opportunities into consideration to ensure that we progress moving forwards..