Location: Whitley Bay, Tyne and Wear
Shopping for: A two-week island-hopping holiday in Greece for a group of friend
The agencies
Thomas Cook
293 Whitley Road, Whitley Bay
Score: 42%
I was greeted immediately and offered assistance, but not with a smile. I felt as if I had interrupted the agent’s paperwork.
I explained what I was looking for, to which the consultant responded by asking if I wanted a brochure, as that was all she could offer as she had not visited Greece herself. She said she could get advice from www.gazetteers.com but did not follow this up.
In an effort to keep the consultation going I explained a bit more about my requirements, but she still failed to ask any detailed questions.
I was given three brochures and advised that they were the best way to start looking at what was on offer.
Little effort was put into finding a solution for me and the agent was not friendly.
Dawson and Sanderson
17 Park View, Whitley Bay
Score: 60%
There were three agents all dealing with customers. I waited for just over four minutes before one of the agents became free. I was not acknowledged while waiting, nor was I offered an apology for the wait.
I explained I was looking for information and advice about a holiday to Greece. The agent asked how many of us would be travelling and when and where we were thinking of going, then checked availability and prices for a variety of islands.
She printed off some prices and details of accommodation from the internet. As the properties were not featured in any of the brochures I did not take any away with me. I found the agent pleasant, helpful and competent and I would be happy to return.
Hays Travel
2 Park View, Whitley Bay
Score: 70%
Two consultants were serving customers when I arrived and I waited about five minutes before being acknowledged.
Eventually an agent asked if I wanted tickets or brochures or more detailed information and I explained I needed some in-depth advice. I said I was prepared to wait and was offered a seat. I waited about 16 minutes before an agent became free, and received no apology for the wait.
When I was served, the agent was helpful, checking prices and availability and offering to call me the next day with more information. She gave me numerous brochures to take away and confirmed there was plenty of availability.
The winner
Thomson
254a Whitley Road, Whitley Bay
Score: 84%
There were three customers in the shop when I walked in, but I was still greeted immediately by a very pleasant agent.
I explained what I was looking for and she asked some detailed questions before checking availability and prices. She said she had been to several of the Greek islands and, with first-hand experience of the destination, was able to give good advice on the best places to go.
I was handed some brochures and some written quotes with accommodation details and insurance included. Another agent joined in the conversation and offered some additional advice.
Overall, this was a very positive experience. All the staff were friendly and competent and I received excellent service from the personable consultant who served me.
Three of this week’s agencies were friendly and efficient and even got as far as checking availability and prices. Being busy didn’t stop our top three engaging with the customer.
Sadly, the Thomas Cook agent managed to make Mystery Shopper feel like an imposition.
The winner ticked all the right boxes and her personal experience of the destination was the icing on the cake.
Prize
Congratulations, Thomson, Whitley Bay. One of your agents will be staying at Bahama Bay, Orlando, Florida, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
The newest all-villa resort in Orlando is set within 70 acres of tropical gardens, white sands and shimmering waters – and it’s just minutes away from the area’s best attractions.
Every week for the next year the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two at an Elite Island Resorts property. Flights are not included.
Selling tips
Tip 1: Several operators offer twin or multi-centre breaks to the Greek islands. Ionian Island Holidays offers a two-week holiday to Kefalonia and Ithaca or Corfu and Paxos.
Tip 2: Charter a yacht so you can see a number of the islands. Neilson offers a trip to the southern Ionian islands, ideal for first-time sailors as the waters are sheltered and routes are short.
Tip 3: Discover what activities the friends enjoy. Party animals should head to Mykonos, a top clubbing destination, while sporting enthusiasts should visit Corfu, which is great for water sports.
Tip 4: Tailor-make your Greek island-hopping holiday with an operator such as Sunvil.
Tip 5: Take a cruise around the Greek islands with easyCruise.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
Terms and conditions: Reservations must be made directly with Resort Marketing International (fax: 0870 160 9656). This prize is valid for a maximum of two adults. Reservations cannot be made more than two months prior to arrival date and are subject to resort availability. Certificates may not be redeemed for cash and are non-changeable. The prize is subject to changes without notice and are subject to availability and cannot be taken over Christmas, new year, Easter or January/February or school holidays. This offer does not include flights, transfers or insurance; the prize is for accommodation only. Should the hotel be sold or suffer any material change resulting in the closure of the property during the validity of this prize, Elite Island Resorts will be unable to honour the prize and cannot be held liable for alternative accommodation.