MYSTERY SHOPPER WIN MY BOOKING
HEREFORD
WANTED: A couple want a last-minute long weekend trip to Munich in December to experience the Christmas markets, flying from Birmingham or Cardiff. BUDGET: £900
WINNING AGENT
TRAVEL ADVISOR AMY FORD
‘ VERDICT
The winning agent gave a good standard of service, but the other two shops showed a distinct lack of interest in securing a booking.
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.
27%
DK TRAVEL 69 COMMERCIAL ROAD
The shop frontage was in need of
updating and the inside was jumbled with poor lighting. I was acknowledged after a brief wait while the solitary agent dealt with a phone call. The agent was friendly and seemed happy. I was
given brochures for Leger Holidays and Newmarket Holidays but no package
was recommended and no attempt was made to secure my booking. The agent seemed content just to send me on my way with the brochures.
18%
Thomas Cook 53/54 COMMERCIAL STREET
I felt like I wasn’t wanted in this store.
There was very poor engagement from the agent who dealt with my enquiry.
We stood during the short conversation as I was not invited to sit at their desk. I was given brochures for Leger Holidays and Newmarket Holidays as the agent
assumed I wanted a coach trip. No costs were given, no research done and no
recommendations made, and the agent did not ask for my contact details. On the upside, the shop was relatively smart.
I have been with the company
since March 2015 and always aim to get to know the customer and make sure they feel welcome in the store.
Thomson 6 HIGH STREET
I was not acknowledged straight away but a friendly and polite agent did
approach me before too long. I was recommended a holiday flying from Birmingham to Munich, staying at the
Creatif Hotel Elephant for three nights from December 16. This was from a SuperBreak brochure and cost a total of £884. No airline was mentioned. The agent was fully engaged with my enquiry and was really helpful. I felt more questions could have been asked about my budget and room requirements, but the agent was upbeat and had some knowledge about the destination, and also made sure the proposed flight was from a nearby airport.
74%
THIS WEEK’S WINNER
50
travelweekly.co.uk 15 December 2016
WIN!
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