ALL ABOUT YOU — MYSTERY SHOPPER
THISWEEK’S WINNING AGENT
Jennie Bryant travel adviser
Thomson 115 HAMILTON ROAD, FELIXSTOWE
“I have worked at Thomson for more than six years after starting as an apprentice when I was 16. I love building a rapport with the customers and when they come back for repeat bookings or to tell me how their trip was.”
This agent was very excited for me and was really enthusiastic about my holiday plans. As we began to discuss ideas, the agent got out a map of the islands and gave me several recommendations of where to stay and which Greek islands would be most suitable. I was given two quotes, both through Thomson for May. The first was for £1,300 staying at the Lesante Luxury Hotel & Spa in Tsilivi, Zante. The second was for £1,278 staying at the TesoroBlu Hotel and Spa in Skala, Kefalonia. I was given a full list of excursions and the agent told me everything she could about the recommended resorts and destinations. Nothing was too much trouble, and if she didn’t know something, she carried out
92%
WINNER!
research to find out. The agent also tried to add on insurance and offered a quote for airport parking. I would have liked the agent to have followed up my enquiry.
Fred Olsen Travel 75% 124-126 HAMILTON ROAD, FELIXSTOWE
SCORING SYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
Thomas Cook 34 HAMILTON ROAD, FELIXSTOWE
I was welcomed by a polite and friendly agent who asked relevant questions about my trip. I was quizzed on whether I wanted a commercial area or to go more inland and when I wanted to travel. The agent gave me an Olympic Holidays brochure and
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travelweekly.co.uk — 23 January 2014
advised me to take it home to read and come back when I knew where I wanted to stay. The agent had knowledge of the destination and had visited parts of Greece before including Corfu, but didn’t offer any prices despite me asking for a quote.
I was browsing the brochures for a couple of minutes before the agent offered assistance. I was asked lots of questions about my holiday before being given a quote through Sunvil Holidays. I was quoted £1,612 to stay at the Hotel Taverna Romvi in Tolo with flights from Gatwick to Kalamata
in May. The agent was very friendly and patient, but didn’t seem overly enthusiastic about my trip. I was impressed by the agent’s destination knowledge. I would have liked details of recommended excursions and to have been given details for potential add-ons.
40%
MYSTERY SHOPPER
This Week: Felixstowe, Suffolk Wanted: Relaxation in the Greek islands
A couple wants a relaxing holiday to the Greek islands, a destination they have never been to before. They want to go for seven nights in late April or early May and stay somewhere authentic. They would also like excursion information. Budget: £2,250. Verdict:The winner went the extra mile to give top service.
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