ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Jenny Westwood senior travel consultant
Spear Travels 5 HIGH STREET, TETTENHALL
“I have worked in travel since I was 16 and I absolutely love it. I have worked both at independents and at American Express, which took me to Sydney. I started at Spear Travels in April last year and I am absolutely elated to have won this. Giving good customer service is what I enjoy most about the role.”
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 2E WULFRUN SQUARE
I was seen straight away in this clean and bright shop. A friendly and polite agent seemed knowledgeable about Cyprus and quickly narrowed the search to one option. The questions asked seemed like a form-filling exercise rather than a personalised build-up of a best-fit holiday. I was
40 •
travelweekly.co.uk — 25 June 2015
recommended a 15-night trip with Thomas Cook, staying half-board at Avanti Village, for £3,699. The accommodation type was suitable but a charge for under-occupancy was not highlighted by the agent. I was encouraged to follow up with a phone booking later that day.
I was acknowledged as soon as I entered this clean and tidy shop. The agent built up a rapport while getting to know a little about my family and taking notes. This gave her a clear picture of my needs and helped her narrow down the search. Although the agent had limited personal experience of the hotels mentioned, she consulted a colleague who had. I was offered two options, both with Jet2holidays: an all-inclusive stay at the Coral Bay Hotel & Resort, priced £4,256 for 11 nights, and an all-inclusive stay in a family room at the King Evelthon Beach Hotel & Resort, priced £4,508 for 11 nights. I was also given a 14-night option. Both hotels offered extensive facilities for adults and free kids’ clubs.
87% Thomson OLD DOMINION WORKS, BILSTON ROAD
I was greeted upon entry and ushered to a clean waiting area. The agent was enthusiastic about the holidays offered and showed willingness to take whatever time was needed to source me the best option. He was able to draw on personal experience to quickly find suitable hotels. I was
given two recommendations, both with First Choice. One was for 14 nights’ all-inclusive at the Electra Village in Nissi Beach for £3,771; the other, also for 14 nights, at the Laura Beach Hotel, for £4,444. The agent did not make a strong attempt to close the sale and I was not asked my budget.
93%
There was no discussion regarding insurance, car parking, excursions or car hire. But overall this experience was a very good service.
67%
MYSTERY SHOPPER
This Week: Wolverhampton Wanted: A family holiday in Cyprus
A family of four would like to spend up to two weeks in Cyprus at the end of the school holidays, in a mid-range and lively resort near the beach. Budget: £5,000. Verdict:The winning agent was unhurried, provided two quotes, and was willing to spend as much time as was needed to find the most suitable holiday.
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