So, a no-score for Thomas Cook in this week's Mystery Shopper in Oldham. Mystery Shopper was rightly very annoyed to be left waiting for more than 20 minutes in the shop without even an acknowledgement from the consultants.
Even though there were notices in the shop saying customers could book an appointment if they are busy, Mystery Shopper says she rang the day before and wasn't offered an appointment then.
To be fair to the consultants at Thomas Cook, it's easy to see how when you are rushed off your feet with queues of customers you can let some slip through the net. But to leave a customer waiting for that amount of time without an acknowledgement is poor customer service. How would you have handled the situation?
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