MYSTERY SHOPPER WIN MY BOOKING


MACCLESFIELD, CHESHIRE


WANTED: A couple want to spend five to seven nights in Athens at the end of September or October, avoiding any school holidays. BUDGET: £1,200


WINNING AGENT


ASSISTANT MANAGER CARLA LILLIE


‘ VERDICT


The winning agent was fun to talk to and seemed passionate about finding the right holiday.


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 car 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 the car from Essex or a central location.


85%


Thomas Cook 28 MILL STREET


A friendly agent welcomed me and showed enthusiasm about my trip. I was only given one quote – £1,028


for seven nights at The Art Hotel with Flexible Trips – and would have liked a comparison against another hotel. The agent seemed to have limited knowledge about the location but did research excursions online. I was


encouraged to book that day. I would recommend this agency.


50%


Thomson 4-6 MILL STREET


First impressions weren’t great. I was immediately told there was no one to help me. I waited a few minutes before being told the computers had crashed. I was told someone would follow up by email. I received a quote for £864


for five nights at the Aristoteles Hotel with flights from easyJet. I would have liked the agent to have shown


more eagerness and to have been less dismissive while I was in the shop.


I have worked for Co-operative


Travel, now Thomas Cook Co-operative Travel for 18 years. I love travelling and sharing


my experiences with my customers and colleagues. It’s important to me to go the extra mile to exceed my customer’s expectations every time.


Co-operative Travel 48, MILL STREET


The shop window was eye-catching and


inviting. Once inside I was acknowledged straight away and a helpful, fun and


enthusiastic agent assisted me. We built up a good rapport and I felt confident this agent would offer me a suitable


recommendation. I was asked lots of questions and the agent had good,


general knowledge about the area. I was given two quotes, both through Jetset. The first was for £1,133 to stay at the


Best Western Candia Hotel with flights from Manchester. The second was for £1,003 staying at the Marina Hotel. I would have liked to have been given a brochure to take away but I


would have booked with this agent for her excellent customer service.


96% THIS WEEK’S WINNER


40 travelweekly.co.uk 25 August 2016


WIN!


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