Column: Hotels should steer clear of prerecorded on-hold messages

04/22/2013 | eHotelier.com

Putting a caller on hold is bad enough, but playing a prerecorded message offering some item or amenity only worsens the customer experience, writes Larry Mogelonsky, founder of LMA Communications. "Instead, I'd recommend that you train your telephone operators to inform callers about new property features or promotions after they've handled the initial inquiry," Mogelonsky writes.

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