Interesting comments from travelhub member Iamozy on this week's Mystery Shopper here.
One of the points she makes is that agents have to make a judgement about whether someone is a time waster and planning to book elsewhere. If you think they are, how much service should you give them?
This followed criticism from Mystery Shopper to some Exeter agencies for only handing over a brochure when they enquired about a UK short break.
How do you tell when someone is a time waster?
Emily.
Small things can trigger the idea normally a few questions can guide us to realise it is a time waster. A common reason is the enquiry is to pat... the customer knowing exactly what they want but missing a few details. I have been mystery shopped several times and all but once I classed the shopper as a time waster from the way the questions went. Having said that I had the highest score every time.
If you have time treat all customers well, even timewasters may come back and book something else. I will only be short with regular time wasters. Get too many of those.