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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? . Required

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Kalahira
The situation should be handled by speaking in a calm, yet firm tone of voice. The customer should be told the rates for rooms at the hotel, as well as any charges that may occur for cancelling. If the customer still isn't satisfied, she should be transferred to the manager for further explanation.

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