ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Danny Callaghan manager
Thomson CHURCHILL SHOPPING CENTRE, DUDLEY 92%
“I’ve been with Thomson for nine years and before that I was a ski rep. We do a lot of short-haul in this branch, with a lot of repeat business from older clients. When we get a long-haul booking we really give it everything, and I really enjoy that side of it.”
I was left to browse for a couple of minutes before being offered help, but the shop was clean and tidy. The consultant was enthusiastic and listened to everything I said, answering professionally with helpful advice. Having been to Mauritius, he was able to draw on personal experience and he knew the destination well. I was shown lots of pictures of recommended areas. We discussed options available with Thomson but the dates didn’t work out and the agent went on to recommend a trip through Hayes & Jarvis. I was quoted £3,426 for the Riu Creole Hotel in Le Morne on an all-inclusive basis. I was also given prices for insurance and we discussed excursions. I was encouraged to book and the agent
said I would need to confirm quickly as prices could increase. The agent was extremely likeable and I would recommend him for the service I received.
86% Virgin Holidays MERRY HILL CENTRE, BRIERLEY HILL
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!
Co-operative Travel (part of Midcounties) 44-45 HIGH STREET, DUDLEY
I had to wait five minutes before being offered help. The service seemed quite brusque and I felt as though the agent was keener to work on other tasks than to assist me. In another situation I probably would have asked for a brochure and left, but I persevered and the agent eventually warmed up. I was
42 •
travelweekly.co.uk — 5 March 2015 62%
quoted £3,877 for the Sugar Beach Hotel in Wolmar through Mercury Holidays. The holiday was on an all- inclusive basis and the price included flights with Emirates from Birmingham. I felt this was a half-hearted attempt and that the agent expected me to decline the booking there and then.
I was acknowledged straightaway by a charming agent who was enthusiastic about my holiday. The agent was clearly proud to work for Virgin and I never felt hurried during our chat. I was asked lots of questions and the agent came across as knowledgeable about packages available within my budget. I
was quoted £3,450 for Hotel Tamassa on an all-inclusive basis, staying in a Beach Room. The price included flights with Emirates from Birmingham. I was given information about upgrades available and we also discussed excursions, but only after I had asked about what was available.
MYSTERY SHOPPER
This Week: Dudley and Brierley Hill, West Midlands Wanted: Relaxation in Mauritius
A couple would like to spend about 10 days in Mauritius, preferably travelling sometime in June. They’d like something really special and want advice about the destination. Budget: £4,000. Verdict:The winning agent was knowledgeable and helpful, but none of the consultants provided more than one quote.
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