ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Ann Marie Topham travel counsellor
91%
Travelcounsellors.co.uk
“I’ve worked on the high street since 1998 when I started with Lunn Poly and I’ve been a homeworker for the past three years. I love that I’m creating perfect holidays for my customers. It’s important to treat every customer the same, regardless of the amount they are spending on their booking.”
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!
The website was attractive and it was easy to find information on cruises. The agent who helped me was very enthusiastic and seemed excited about my holiday. The conversation was very engaging and she asked lots of questions to determine my needs. The consultant offered three recommendations. The first was with Seabourn on Seabourn Legend sailing on round-trip from St Maarten, which cost £13,703 with business-class fights. The second was on Celebrity Eclipse sailing round-trip from Miami in a sky suite, which led in at £10,938 with flights and the third was on Celebrity Equinox for £14,128 in a royal suite. The agent went to a lot of effort to match my requirements and I was impressed with the level of detail she offered. The agent emailed me over the
WINNER!
coming days to ensure I was happy with the information and interested in booking, and I would have done so because of the great service received.
Independenttravelexperts.co.uk 81%
The agent who handled my call was friendly, patient and keen to help. The agent asked lots of questions such as which Caribbean islands I would most like to visit. I was impressed by the consultant’s knowledge of Caribbean cruises and it was clear a lot of research
Cooperativetravel.co.uk/ personal-travel-advisors
After answering the phone in a polite manner, the agent was friendly and enthusiastic when listening to my holiday requirements. I was provided with lots of knowledge about cruising while we were on the phone and I was impressed by the vast product
46 •
travelweekly.co.uk — 17 July 2014
knowledge shown. I was quoted £6,598 for a P&O Cruises’ Ventura, calling in Grenada, Saint Lucia, Dominica, St Kitts and Tortola. I thought more could have been done to use my budget and I would have liked the agent to have taken my details to follow up with me.
went into ensuring the recommended cruises fitted the bill. I was given two quotes: one with P&O Cruises for £8,098 and one with Seabourn for £10,430. We also looked at Celebrity Cruises. I would have liked some visuals to show what I could expect on board each cruise line.
71%
MYSTERY SHOPPER
This Week: Homeworkers Wanted: A luxury cruise
A couple want to go on their first cruise. They want luxury and to sail in the Caribbean in December or January for up to 14 nights. Budget: £15,000. Verdict: The winning agent offered three quotes that all fit the bill.
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