THOMASCook has hired a firm to spy on its own counter clerks using tiny video cameras and recording equipment.
Mystery shoppers kitted out with the high-tech equipment – small enough to be hidden in a belt buckle or lapel – will tour the retailer’s high-street stores checking the advice staff give tocustomers.
The tactics have been attacked by staff. One consultant, who did not want to be named, said: “It makes us feel we are simply not trusted to do our jobs.
“It’s a Big Brother mentality and people feel resentful and unhappy at the management for introducing this system.”
Diana Hall, of Thomas Cook’s training department, said the procedure was not about singling out individuals for scrutiny but was simply a training tool for managers to use and discuss how customer service could improve.
“We just want to raise awareness of the customer experience. It’s not a performance measure, it’s there as a coaching and training tool,” said Hall.
She said regional managers are always informed when a mystery shopper is in their area.
“Everyone in the company knows we are doing this. We ran it by the unions to make sure they were comfortable with it and they have written a letter to staff to advise them it was in practice.”
Shops in each of the Thomas Cook regions will be tested once every three months.