Location: Birkenhead, Merseyside
Shopping for: A short break in Dubai in a flashy hotel for a couple celebrating their anniversary
The agencies
Going Places
172-186 Grange Road, Birkenhead
Score: 50%
Both members of staff were free when I walked in. I was greeted with a smile, but after explaining what I wanted they immediately asked if I wanted to make a booking or if I was only looking for information. I said it depended on what they came up with.
I was shown the Signature Worldwide brochure and the agent established there were plenty of flights available. I had to ask all the questions to prompt any response, and the more I asked, the briefer the answers became.
No attempt was made to make any package attractive, nor did they look on the computer for deals. They kept pointing me to the brochure but then told me they did not have a copy I could take away.
I left after 10 minutes with the feeling that I had imposed on their time.
The Co-operative Travel
229 Grange Road, Birkenhead
Score: 91%
I was served straight away by a friendly agent who went into meticulous detail to establish my needs.
She asked the date of the anniversary, using it as a pivotal booking point so we would be in the resort a couple of days beforehand.
The agent was very bright and cheery and gave good descriptions of the resort, hotels, transport and the difference between the city and beach experience and I was urged to try the latter, for better views and choice of restaurants.
She gave me a business card, printouts and the Kuoni Dubai brochure to take home, and she quoted prices for accommodation and flights.
She mentioned insurance, and though not pressing me to book, warned me not to delay as prices might change.
Highly recommended.
Thomas Cook
208-210 Grange Road, Birkenhead
Score: 91%
I was greeted within a minute and in no time the friendly agent had narrowed down my needs and was making calls to see what was on offer.
She answered all my questions and supplied more information than I asked for. I was given the Thomas Cook Signature Worldwide brochure to read while she checked the computer and there was no feeling of being rushed.
She provided printouts and took into account that I asked for daytime flights. She also recommended arriving slightly before the anniversary date, and staying at a beach hotel.
She suggested leaving a deposit to secure my booking and offered to ring me within the week.
The agent even walked me to the door.
The winner
Thomson
208-210 Grange Road, Birkenhead
Score: 97%
I could not fault this experience. Every agent in the shop greeted me with a smile and I was assisted instantly.
The agent asked lots of questions and left none of mine unanswered. She showed me the Thomson Worldwide Asia and Arabian Gulf brochure and made repeated computer searches to improve on offers within our dates.
She really went the extra mile, and wouldn’t rest until she found the exact package I wanted at the lowest price.
She said she would let our hotel know the date of the anniversary so they could do something for us, and liaised with a colleague who had been to Dubai for more information.
She sourced a free upgrade at Le Méridien Mina Seyahi, gave me printouts, the brochure and her details, and took mine, offering to ring me in a couple of days.
Exemplary service.
Congratulations, Birkenhead. Apart from Going Places’ poor show, the top three agencies showed us how business should be done.
Service was attentive, with staff taking time to establish Mystery Shopper’s exact needs and search for the perfect solution.
Product knowledge was impressive, and agents were friendly, patient and helpful.
Special plaudits must go to this week’s winner, Thomson, which scored 97% by pulling out all the stops and going the extra mile.
Selling tips
Tip 1: Tell clients Dubai is perfect for a short break as there are 20 flights a day from the UK, with a flight time of about seven hours.
Tip 2: For something new, recommend Atlantis the Palm, which opened in September, and a shopping trip to the massive Dubai Mall, which opened on November 4.
Tip 3:For classic luxury suggest the opulent Burj Al Arab, with its iconic sail-shaped design. The many other great luxury hotels include the Grosvenor House, Raffles and Grand Hyatt.
Tip 4: Advise that activities are plentiful. There are seven championship golf courses, indoor ski slopes and great water sports facilities. Other options include jeep and camel safaris, horse racing and camel polo.
Tip 5: For relaxation and romance, suggest a visit to one of the many high-end spas, a meal at one of the Michelin-starred restaurants or a luxury desert dining experience.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
