MYSTERY SHOPPER WIN MY BOOKING
SOUTHEND-ON-SEA, ESSEX
WANTED: A family of four wants a week in a Majorcan resort with lots of activities next Easter, plus details about a new Balearics eco-tax that they’ve read about. BUDGET: £4,500
WINNING AGENT
TRAVEL SALES CONSULTANT NICOLE REED
‘
I’ve worked in travel for 20 years and in this Thomas Cook branch
for 16 years. I love seeing customers happy and being part of their holiday memories. People trust me to create their dream holiday and I see that as a big responsibility.
VERDICT
The agent ticked all the boxes and gave a full account of what the eco-tax would mean to my family.
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!
Top-scoring agent each month will win use of a Mercedes SLK for 10 days
The winning agent must be at least 25, for insurance reasons. Winners under 25 will win a week’s all-inclusive holiday at an Elite Islands Resorts property. The prize is non-transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return from Essex or a central location.
71%
Thomson 123 HIGH STREET
The agent was friendly but not very enthusiastic. I wasn’t asked many
questions and the conversation seemed mundane. I wasn’t asked my budget, but was quoted £4,302 for a stay at the Hotel Globales Bouganvilla. The information provided was basic and the agent had to be pushed to provide extra details. When asked about the
eco-tax, the agent brushed it off and didn’t seem to know much about it.
40%
Case Olden Travel 442 LONDON ROAD
The agent who assisted me seemed to try to put me off Majorca, telling me prices would be high at that time of
year. I felt grilled, and was left waiting while the agent took two phone calls. The agent recommended a Club Med or Mark Warner holiday – neither of which has properties in Majorca – and I was not given any prices or hotel details. I was
sent away to question whether my family really wanted to go to the Balearics.
Thomas Cook 92 HIGH STREET
I was welcomed quickly by a friendly and enthusiastic agent. She was
professional and offered a first-class service. The shop was easy to access and all of the employees looked smart. The agent asked lots of questions before recommending a trip with Airtours. I was quoted £1,907 to stay at Hotel Roc Las Rocas for seven nights in April and given extra information on car hire. The agent ticked all the boxes and fully explained
what the eco-tax would mean to me and my family, and how much I’d have to
pay. When regular customers came in, the agent always said hello. The agent explained the deposit needed, but didn’t pressure me into booking.
95% THIS WEEK’S WINNER
42
travelweekly.co.uk 11 August 2016
WIN!
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