ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Olivia Leach Assistant manager
Bath Travel 22 COURTENAY STREET
“I worked as a travel consultant in the Newton Abbot branch for five years but became assistant manager of the Torquay branch last week. I studied travel and tourism at college and I love how varied the job is. I went to Typically Italian because I knew it would provide a great package.”
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!
Thomas Cook 11-13 COURTENAY STREET
I was acknowledged immediately but handed over to another agent, who dealt with my enquiry. The agent showed interest in my booking but didn’t ask many questions to ascertain my needs. The agent recommended a trip through Thomas Cook City Escapes that cost £2,049. The holiday
40 •
travelweekly.co.uk — 7 May 2015
included three nights at the Mercure Napoli Centro Angioni and four nights at the Hotel Michelangelo Sorrento. I was offered car parking at Bristol airport and insurance, but not transfers. The agent was on the phone for 20 minutes trying to find out about the hotel.
70%
My first impression of the shop was great. It was clean and tidy and all the staff looked smart. I was acknowledged by a friendly and enthusiastic agent, who listened carefully as I explained what I was looking for. She seemed genuinely interested in my holiday, which was refreshing, and went on to recommend a trip through Typically Italian. I was quoted £2,223 to stay at the Chiaja Hotel de Charme in Naples for three nights and the Hotel Villa di Sorrento for four nights. The price included flights from Bristol airport, parking, transfers, insurance and two excursions – one to Capri and another to Pompeii and Vesuvius. The agent had good product knowledge and encouraged me to
90% Thomson 97%
book there and then. I would have liked to have been given a brochure to take away, but the photocopy I received was a good alternative. I would have booked with this agent.
20 COURTENAY STREET
An attentive and friendly agent welcomed me straight away and asked whether I needed any assistance. I was asked about previous holidays and what I wanted from this trip. The agent used brochures and pictures to show me the kind of accommodation she was recommending. I was quoted £2,613
for a trip through Citalia Holidays, combining the Hotel Paradiso in Naples and Grand Hotel Riviera in Sorrento. I was also offered car parking, an upgrade to a sea-view room and access to the airport lounge. I was impressed by this agent but would have liked the quote to have been easier to understand.
MYSTERY SHOPPER
This Week: Newton Abbot, Devon Wanted: A week exploring Italy
A couple want to go to Italy for a week in July. They would like to visit Sorrento and another destination in the Amalfi Coast area. Budget: £2,750. Verdict:The winning agent was extremely helpful and eager to please.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76