Measuring the effectiveness of customer service my findings

This could be improved by having a member of staff that is wondering around the store helping people that come in looking at brochures etc. This would improve the time I have to wait to be seen and when I receive a greeting. Also they should take into account when they are busy and rotor more staff to deal with the number of customers.

Brochure display- The brochure display was very good and I was impressed. The range of destinations was huge. I think this is very important for people who enter the shop as it gives them a clear indication of all destinations and resorts. The only problem I had with it was when I had a look on the internet for hotels in Ibiza there was more than in the brochure.

The brochure display was good but the reason I didn’t give it a 10 out of 10 is because all of the holidays that Thomas Cook sell were not in it. To improve this they could put all the holidays in the brochure or tell the customer clearly that there is a wider range of holidays on the website.

Queues- As I said in the table all the kiosks were being used at the time. Although they were all in use the queues went down very quickly and I was being served within 2 minutes of waiting.

The queue waiting times and sizes could be cut down by having more available kiosks at busier times and having more staff on the shop floor so that customers don’t have to queue up to ask questions.

Advice given- The advice I received was very good and I got all of my questions answered within 3 minutes. This is very good as when I went into a rival travel agent I was given advice but my questions weren’t answered and the time I waited was greater. Also the way the staff addressed themselves to me was impeccable.

I don’t think that Thomas Cook need to improve on the advice they give as I thought it was really good.

Staff knowledge- The staff knowledge was very good. When I asked them questions about destinations and resorts they knew it off the top of their heads. The way he described everything to me was good as it made me feel excited about the holiday.

Overall the staff knowledge was good. The member of staff that helped me knew everything off the top of his head. However I had noticed that the customer sitting next to me did not receive the same customer service. The sales rep did ask another member of staff for knowledge and advice to help the customer she was serving. I was very impressed with this as the customer was getting the information needed.

Meeting my needs- All my questions were answered within 25 minutes of me entering the shop. They didn’t push me to make any decisions like most travel agents do. They knew everything I wanted to know and helped me make my final decision.

All of my needs were met and I wasn’t pushed to make decisions, but it took 25 minutes for all of my questions to be answered which I considered as to long.

Friendliness- The friendliness of staff was very good. They were all very polite which made me feel very comfortable when I was in the shop. I can say that they were the nicest bunch of people I have ever come across in a shop. I received a welcome with a smile and I left with a farewell.  

The staff at Thomas Cook do not need to improve friendliness as they were the nicest group of people I have met.