The Secret Diary of a Mystery Shopper
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The Secret Diary of a Mystery Shopper

True Customer Service Stories through the eyes of a secret shopper: The Good, The Bad and The Exceptional

About the Book

I have the best job in the world… Wouldn't you love to get paid to shop??

Well maybe not everyone would but I have been very privileged to be a Mystery Shopper for the last 11 years and yes I have been paid to get massages, nails done, eat in restaurants and sleep in fabulous hotels but the best part was that I have been helping businesses master their service delivery, increase their employees’ engagement and customer loyalty, win industry awards and  grow their profitability.


In this book, read Claire Boscq-Scott, AKA the Busy Queen Bee, tells the tales of real-life Customer Service Stories, and learn how, through the eyes of someone else and setting up a Mystery Shopping programme, you could improve your employees' performances, deliver exceptional customer experiences and thrive in your business.

Want to know more about Claire Boscq-Scott, check out her website

About the Author

Claire Boscq-Scott
Claire Boscq-Scott

Awarded No 3 Top Global Customer Service Guru with three decades of expertise, Claire, is an authority in the Customer Experience Industry.


Author of 4 books; with a No 1 Amazon Best Seller in 2020, she is an international media influencer and her work has been published in Brazil, Philippines, India, US &Europe.


Claire has spoken in over 20 countries, sharing virtual stages with CX celebrities like Ron Kaufman and Shep Hyken. Winner of the Institute of Director award, she is also a former Director on the board of BAG & MSPA.


She brings a more holistic and comprehensive approach to organisations and individuals with her BizShui™ Method; creating better flow in businesses by integrating a blend of the traditional Feng Shui principles with modern business & personal needs, reducing physical and emotional stresses to increase productivity, loyalty and profitability.


When she isn't in a Zoom room, you will find her walking on the coasts of her beautiful island of Jersey!

Table of Contents

  • Introduction
    • Setting up a Mystery Shopping business
    • Time to re-evaluate
    • The Good, The Bad and The Ugly
  • Why Mystery Shopping?
    • Seeing The Bigger Picture
    • Measuring your service delivery, why?
    • Measuring, how? Mystery shopping
    • How to set up a mystery shopping programme?
    • Mystery Shopping online training course
  • The Good
    • When someone think they have spotted a Mystery Guest!
    • The light went off!
    • Call centre
    • Video recording visit
  • The Bad
    • What a difference a day makes ~ 24 little hours
    • Old ladies
    • Receiving a Mystery Shop report
    • United breaks more than just guitars
    • Nail & fish nightmare
  • The Exceptional
    • Can you steal Jewellery?
    • Thank you card!
    • How much did I spend??
    • When the CEO behaves badly!
    • A new hairdo
  • The End
    • The BIG vision
    • The End
    • Thank you

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