Thomas Cook, Lakeside

TV screens feature the latest offers and browsing bars with iPads are available for perusing holiday options yet there’s still a small brochure rack for customers who prefer to browse the traditional way.

Quick consultation desks in the front section allow customers to ask a few initial questions while further back an area that resembles a boutique hotel lobby has desks and seating for more in-depth discussions.

There are two rooms at the back of the store. The team generally uses one for VIP clients such as honeymooners and the other for groups such as excitable youngsters.

Over at the foreign exchange a new open-plan design allows smiley Scott to interact more freely with the store.

The team benefits from experienced staff with store manager Lorna Westley and colleagues Nic and Sheila having worked for the company for 20 years. Westley has customers who she booked on 18-30s breaks coming back to book honeymoons and family holidays.

Consistent customer service is maintained via customer feedback surveys and Westley also follows up personally with some clients. There is a team briefing at the start of every shift and they fit lots of training in around seeing customers too.

The team makes good use of Facebook to entice clients into the store. They also hold events such as a recent family day in the Lakeside concourse that saw two staff members dress up as Thomas Cook mascots, Lollo and Bernie.

• thomascook.com