MYSTERY SHOPPER WIN MY BOOKING
HOMEWORKERS/CALL CENTRES
WANTED: A couple want a week of pure relaxation in the Caribbean in December or January. They are looking for a resort with quality spa facilities. BUDGET: £7,750
WINNING AGENT
SALES EXECUTIVE COLIN OAKLEY
‘ VERDICT
While two of the agents were commended for their friendly approach, the lowest scorer let herself down by coming across in a negative manner. The winner provided both a knowledgeable and enthusiastic service.
I have been at Hays for four-and-a-half
years, but I have been in the travel industry for 27 years. Dealing with clients every day is
what gives me a real buzz, as every call is different. You don’t have any idea what is going to come through and I enjoy taking each request as it comes. The key is understanding your client and spending time going through lots of options.”
Hays Travel
HAYSTRAVEL.CO.UK
The website was colourful and attractive. The phone number was easy to find and
my call was answered straight away. I felt that the agent who dealt with my query had all the time in the world for me, and
we built up a strong rapport. I was asked lots of questions and the agent proved knowledgeable. I was given five quotes, all of which were within budget. They included £4,195 for the Sandals Halcyon in Saint Lucia and £5,460 for the Sandals Grande St Lucian Spa & Beach Resort. The agent gave full details on what to expect from each hotel. I would
have been happy to book here based on the great service I received.
87%
THIS WEEK’S WINNER
69% SCORING SYSTEM
50% Advice and product knowledge
25% Customer service
15% External/internal appearance
10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting without acknowledgement for 10 minutes will fail to score!
Independent Travel Experts
INDEPENDENTTRAVELEXPERTS.CO.UK
This was a good website but I found the search function a little tricky. The contact details were easy to find but I called five times and there was no answer. I
left a message and the agent eventually returned my call. The enthusiastic
consultant gave me six quotes, ranging from £3,622 at Sandals LaSource
Grenada to £7,500 at the Jamaica Inn. The agent was knowledgeable but didn’t try to close the deal.
45%
Co-operative Personal Travel Advisors
CO-OPERATIVETRAVEL.CO.UK
This website was great and easy to navigate, with the phone number in bright orange. The agent who handled
my query came across quite negatively on the call, and I got the impression that she felt I couldn’t afford to go to the Caribbean. She asked very few questions and recommended only one hotel. I was quoted £5,425 for the Crystal
Cove Hotel in Barbados and told prices would go up if I didn’t book soon.
46
travelweekly.co.uk 10 September 2015
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