ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Jon Smith assistant manager
“I have worked for Thomson for 16 years and been assistant manager of the Eastleigh branch for about nine. I like making customers happy and creating something they’ll love. We do mostly bucket- and-spade and long-haul holidays, but we do sell some city breaks.”
Thomson 78 MARKET STREET
83%
I received a warm welcome as soon as I entered the shop. The agent was friendly and helpful. I didn’t feel rushed and the agent took the time to find the best flights and suitable accommodation. After discussing the basics, the agent did some research and went on to recommend a trip through SuperBreak. I was quoted £959, staying at the Hotel Ametyst Praha on a bed-and-breakfast basis. The price included flights from Heathrow and door-to-door transfers. I was also given prices for an evening river cruise with dinner. The hotel was perfect as it was 10 minutes away from Wenceslas Square. I was given a brochure to take away and the agent asked me whether I wanted insurance and to add evening meals to my package. The consultant encouraged
Bath Travel 21 HIGH STREET
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 59 MARKET STREET
The agent was friendly but didn’t seem overly interested in my enquiry. We discussed what I was looking for and the agent recommended a trip through Cresta, staying at Hotel Anna. I was quoted £904, including flights with British Airways from Heathrow. I was told I could book an evening river
38 •
travelweekly.co.uk — 30 April 2015
cruise for £41. I would have liked more options because I felt like the agent didn’t do much research to come to a recommendation. It was as if the consultant was going through the motions; she didn’t enthuse me. I left disappointed that my trip hadn’t been brought to life.
72% 73%
I was welcomed within seconds by a friendly agent. I was asked lots of questions to ascertain my needs. The agent had great knowledge about the destination and gave me some handy tips and advice. I was quoted £808 to stay at the Hotel Casa Marcello
through SuperBreak. The price was for bed and breakfast with flights from BA. I was told I could upgrade to a junior suite for £59. I would have liked to have been given a brochure, and the agent had promised to send details about the quote, but nothing came.
WINNER!
me to book – he was keen to seal the deal. I would have liked the agent to have given more hotel recommendations, but the customer service I received was great.
MYSTERY SHOPPER
This Week: Eastleigh, Hampshire Wanted: A long weekend in Prague
A couple is looking for a long weekend – ideally three nights – in Prague, in June. They would like a decent hotel in a central location. Budget: £1,000. Verdict:The winning agent was happy to spend time finding the best option.
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