ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Faye Findlay travel consultant
Thomson 16 MARKET PLACE
“I started working for Thomson as an apprentice almost seven years ago. I like meeting different people and chatting to them – we like a good chat in this office. We do a lot of cruise, and lakes and mountains bookings, but I haven’t been to Switzerland.”
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!
Hays Travel 4 NORTH ROAD
The agent who handled my query was friendly and asked lots of questions. I was quoted £1,745 through Thomson staying at Hotel Alpenroyal in Zermatt on a half-board basis with flights from easyJet. The price included the option of rail transfers and car parking. I was given brochures to take away and a
38 •
travelweekly.co.uk — 5 June 2014
handwritten quote, although I was told the prices could change. The agent took my number, but I would have liked to have been offered a follow-up call. I didn’t feel much of a rapport between us during our conversation and I would have wanted the agent to have shown a bit more enthusiasm.
I was welcomed by a very attentive and enthusiastic agent as soon as I walked through the door of this shop. The consultant was helpful, eager to please and asked lots of questions to get a full insight into my requirements. The agent quoted £2,239 through Thomson for the Alpen Resort Hotel in Zermatt on a half-board basis. I was given quotes for insurance, airport parking and a quote for a six-day Swiss rail pass. The agent had never been to Switzerland but looked online and in brochures to help bring my holiday to life. By the end of our conversation I was more excited about my trip thanks to this agent. The agent attempted to seal the deal by highlighting how nice the destination was and took my details
Flight Centre 26 HIGH STREET
92%
I was asked to take a seat straight away by a friendly agent who made me feel very welcome. I was asked lots of questions and the agent did research online to help ensure all my needs were met. I was quoted £1,602 through Thomson staying at the Hotel Walliserhof in Zermatt. The price
included flights with easyJet. I was also offered an airport hotel, airport parking and insurance. I felt the quote met my needs but that more could have been done to maximise my budget better. I would have liked the agent to have taken my details because I wasn’t offered a follow-up phone call.
93%
for a follow-up call. I would recommend this agency because I felt like a valued customer – I could not fault the service I received.
82%
MYSTERY SHOPPER
This Week: Durham, County Durham Wanted: A week exploring Switzerland
A couple want to visit Switzerland for a week in September. They’ve had recommendations from friends about Zermatt and Davos and want to pre- book an excursion into the mountains. Budget: £2,500. Verdict: The winning agent was thorough and got me excited about my holiday.
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