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

www.claireboscqscott.com

About the Author

Claire Boscq-Scott
Claire Boscq-Scott

Claire’s mission is to the inspire Global businesses to thrive by bring more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences.

 No 5 Top 30 Global Customer Service Guru  UK Top 10 CX Influencer and CX Thought Leader 2020, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist aka The Busy Queen Bee, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & trainer. She empowers businesses to make the game-changing decision by assessing, developing, implementing and measuring EX & CX strategies through her Caring Service Culture programme to help lift service standards and increase profitability.

Originally from France, Claire has lived in Jersey, Channel Islands, since 2000, she capitalised on the experience gained in her hospitality career having worked at Epcot Centre, in Disney World-Florida ran and open 4 start hotels, she set up her own business, in 2009, The Busy Queen Bee, www.busyqueenbee.com which offers services such as Mystery Shopping, Customer Insight, Customer Service Training & Customer Experiences.

 Claire is the Author of two books; Thrive with the Hive published in 2016 and recently launched in 2018 Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné.

Claire developed Caring Service Culture Leadership Programme which really is a game-changer for any organisation who want to take their employees and customers seriously. Her online training platform the BQB CX Institute offers a wide range of online and onsite training workshops, specifically focussed on giving employees the tools to deliver exceptional Customer Experiences.

Claire is a certified NLP practitioner, a Feng Shui practitioner, Resilience, EI and mindfulness lover. She has worked with the States of Jersey Government, The Jersey Airport and Harbour, Handpicked Hotel Groups, and several local hotels, as well as organisations such as CitiBank, KPMG, HSBC, Equiom, JTelecom, Sure, Jersey Water, Jersey Electricity, and a lot more retailers, restaurants, national organisations.

Claire’s bigger vision is just like the bees who dedicate every seconds of their 150 days’ life to collecting pollen for the greater good of the hive but moreso for the greater good of our ecosystem, that makes all life on the planet possible, if she can inspire businesses to thrive by delivering exceptional customer experiences, so the local economy will thrive too, prosper with happy employees, happy customers, happy community.

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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