MYSTERY SHOPPER
The target
Southend-on-
Sea, Essex
Wanted
A family want
a summer
holiday in
Turkey, but are
unsure where
to go and what’s
on off er
A gulf separates the
experiences Mystery
Shopper had at the two
lowest and highest
scoring-agencies. Agents
at First Choice and
Thomas Cook made the
customer feel unwelcome
by spending the briefest
amount of time on queries.
It’s inexcusable to thrust a
brochure at a customer
and tell them to come back
later, but even more so
when they’ve asked for
recommendations.
Thankfully, the staff at
Going Places and
Thomson realised this,
with impressive customer
service and destination
knowledge.
> See Destinations,
pages 45-50, for more
on Turkey
More Mystery Shopper at:
www.travelweekly.co.uk/
mysteryshopper
34 | Travel Weekly | November 14 2008
Thomas Cook
92 High Street, Southend-On-Sea
55%
This was a neat
agency and busy
when I visited, with
seven customers being dealt with
by four staff members.
After a minute one asked how
she could help. I told her what I
was looking for, stressing the
importance of information and
recommendations. She gave me the
Manos Thomas Cook Turkey
brochure. I tried to extract
5TOP
TIPS
Tip 1
LykiaWorld resorts are
popular with families
because of their sporting
facilities and children’s
clubs. Golf fans should
head to LykiaWorld and
Links Golf Antalya,
scheduled to open
in Antalya on
November 21. For a
pretty beach, head
to LykiaWorld Olu
Deniz
Tip 2
Explore the
Turkish coastline
by taking a gulet
First Choice
117a High Street, Southend-On-Sea
43%
I was impressed by
the appearance of
this agency. It was
tidy inside and the two agents were
smartly presented. Music was
playing, which created a warm
atmosphere. Unfortunately, this
warmth did not continue once my
consultation began.
As both agents were busy, I
browsed the brochures and leafl ets
promoting deals until one became
information from her, asking what
price bracket I’d be looking at. She
told me a family holiday to an
all-inclusive beach resort would
cost from £2,000.
The consultation was rushed.
She didn’t ask about my plans or
make any suggestions. I got little
more from her than the brochure.
She told me I could come again, but
after this experience it’s unlikely I
would choose to.
Going Places
111 High Street, Southend-On-Sea
88%
I was acknowledged
when I entered this
well-kept agency,
even though all four agents were
dealing with six customers.
When an agent became free, I
told her I’d heard Turkey was good
for families, but wanted to know
more. She asked questions and told
me her own experiences. She
showed me the Manos Turkey
cruise off ered by operators
such as Anatolian Sky and
Thomas Cook.
Tip 3
For great nightlife and
shopping, stay on the
available. I told her I was looking
for a family holiday in Turkey and I
was looking for advice on what was
available and what would suit me.
However, the agent asked only
very cursory questions before
giving me the First Choice Turkey
brochure and suggesting I choose
the destination I preferred myself.
She made no recommendation
and offered no price quotes. The
agent was not accommodating.
brochure and suggested Hisaronu,
staying in the Perkikia Hill
apartments.
She said a trip for four would
cost about £2,500 depending on
location and accommodation. She
gave me a printed quote and her
business card, and took my details
to follow up my query.
The agent took the time and
trouble to make me feel welcome.
Bodrum Peninsula.
Tip 4
Feeling adventurous?
Take a balloon ride over
Cappadocia, go
paragliding in Olu Deniz or
trek the Lycian
Way, a footpath
around the coast
from Fethiye to
Antalya.
Tip 5
For culture and
beach, twin a
few days in
Istanbul with
a beach break.
www.travelweekly.co.uk
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