Thrive with the Hive - Train
Thrive with the Hive - Train
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Thrive with the Hive - Train

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Completed on 2016-06-18

About the Book

In this book, The Busy Queen Bee takes a look at the importance to a successful business of its customers.  She uses a powerful analogy from Nature, describing the work of the humble Bee and its ultra efficient work ethic.  

Beehives are fascinating, well-oiled machines; the similarities with the running of a business and the running of the Hive are incredible. Adapting some of their work ethic and re-focusing businesses to create a real service culture throughout their organisation is the key to success during those challenging time.

This practical guide is The Busy Queen Bee's very own view of the delivery of Customer Excellence. Thrive with the Hive - TRAIN is the third BUZZ, there are altogether ten simple steps to help you increase your profitability by delivering exceptional customer service; creating loyal  customers and nurturing your employees:

  1. Assess
  2. Develop
  3. Measure
  4. Act
  5. Feedback
  6. Consistency
  7. Value
  8. Loyalty
  9. Service Culture

I call it "The Customer Service Waggle Dance", 10 steps to follow for Successful Customer Centric Businesses; to start changing the delivering of a service to actually providing, consistently, their customers with exceptional customer service and an unforgettable experience every time they walk through their doors.

BEE sure the download the other BUZZs and let me show you ways to buzz.

About the Author

Claire Boscq-Scott
Claire Boscq-Scott

My mission is to the Inspire businesses globally to thrive by delivering exceptional customer experience. 

Being listed in the Top 30 Global Customer Service Guru, I am a speaker, trainer and coachsultant; I bring a powerful, positive feminine energy into your business, specialising in Customer Experience and Rapport building. Guiding individuals and corporates through their career journey, empowering them to make the necessary changes in order to be successful, implementing a strategic plan and training program to help lift service standards which has the added benefit of increased profitability.

There are many facets involved in running a thriving business; but the most important one for all of us to grasp is the concept of putting the customer at the heart of everything we do, and being totally Customer Centric. This is why I have developed a range of specific services on how to increase sales by delivering exceptional customer service; creating customer loyalty, improving employee engagement resulting on having a successful business. 

Originally from France, I have lived in Jersey, Channel Islands, since 2000, I capitalised on the experience gained in my hospitality career and set up my own business, in 2009, The Busy Queen Bee, www.busyqueenbee.com.

The Queen Bee is at the centre of her community without her the hive wouldn’t exist and what I bring to business is refocusing on what make a business exists, the internal and external customers. But being Customer Centric is just not enough nowadays and leaders must develop a real 'Caring Service Culture.'

I empower leaders to do business by bringing a more caring energy, supporting, nurturing their employees then their customers. Building strong rapport with all stakeholders and being authentic will naturally lead to increase in sales. They will thrive in their own hive by guiding their customers through the journey just like the queen bee guides the hive in a more intuitive, creative and inspiring way at an emotional level.

I have now launched a Mystery Shopping and Customer Experience Franchise opportunity, giving aspiring entrepreneurs the tools and support to become Customer Experience Experts. So together we can inspire businesses globally to be thrive by putting their customers and employees in the middle of everything they do, ultimately helping their communities to buzz by delivering exceptional customer experience.

Table of Contents

  • Introduction
    • About Moi
    • About the Book
  • BEE the change
    • Change: Why?
    • Because the customers’ expectations have changed
    • Because customers hate…
    • Because of the power of the big WWW
    • Because of ‘word of mouse’
    • Because we live in a small community
    • Because we need to ‘Bee’ responsible
    • Because we all need to protect our local economy and ultimately our future
    • Because our town centre is a beehive
    • Change: How?
    • How we do business
    • The waggle dance
  • Buzz 3 Train
    • Train - your internal customers: Why?
    • Impostor syndrome
    • ‘Bee’ confident in yourself and in your team
    • Train your Bees: How?
    • Learning styles
    • Develop yourself and your bees
    • ‘Bee’ an effective communicator
    • How do we communicate?
    • Questioning
    • The art of listening
    • Communicating effectively
    • Physiological State
    • The art of co-operation
    • Ayni
    • Causes and resentment
    • Product knowledge
    • Focus on benefits not features
    • Guiding not selling
    • Up-selling
  • A final buzz
    • Rapport: Why?
    • Rapport: How?
    • The Busy Queen Bee RAPPORT
    • R - Relationship
    • A - Authenticity
    • P - Profit
    • P - Passion
    • O - Organised
    • R - Radiant
    • T - Trust
    • The End

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