RUTH

Which of these questions does NOT require a RUTH response?

• Do you work for the hotel?

• Is this for the X hotel?

• Is this the hotel’s reservations department?

• Are you with the hotel?

Answer this question: Are you related to the hotel?

Answer this question: Do you make THE reservations for the X hotel?

• Yes!

• No, you called reservationdesk.com, an independent travel agency. We make reservations for this hotel.

• We are one of the largest independent booking services online. I will be happy to book a room for you.

What do we do if the cx says this: Oh, I thought I'd called the hotel (statement instead of direct question)

• Give RUTH

• Explain we can help with the reservation and move on

What do we do after giving RUTH so that cx doesn't hang up?