Claire Boscq-Scott, Mystery Shopping and Customer Service Consultant from The Busy Queen Bee, is in the hot seat today, reflecting on how 2020 has been for her both personally and professionally, her idea of a good Christmas and her hopes for 2021.
How has this year been for you personally?
A real roller coaster… really, I have never been so down or so high in few minutes. Being French, my family isn’t physically close, and so I also realised that I am so lucky to have an incredible group of friends here on island, without their support I wouldn’t have not been able to move forward as quickly as I did.
How has this year been for you professionally?
I live to inspire businesses to thrive by delivering exceptional customer experiences, by measuring and improving employees’ performance, resulting in increased employee engagement and customer loyalty.
Well, when the first lockdown came, my clients had fiscal concerns to worry about, meaning that many of my projects were put on hold in just three days in March.
I picked myself up from the floor and thought that now more than ever, businesses are going to need my support, so let’s see how I can do that digitally. So, I spent a few months upskilling myself with online marketing techniques and then moved everything that I was doing offline to be online. From e-Mystery Shopping to training, coaching to employee and customer satisfaction surveys.
It certainly has been a time to be resilient, look for opportunities in the challenges and continue on my mission to promote great customer service.
What’s your ‘hot take’ for 2020?
- Look for opportunities in challenges.
- Be flexible and adaptable in every possible way.
- Take a leap of faith and believe in yourself.
Tell us your hopes for 2021
My hopes is to be able to see businesses bring more care into what you do, care for your environment, your people and your customers, and for anyone who doesn’t know how to do that, to get in touch with me so I can support them to develop a true Caring Service Culture in their organisation.
What would you like to see the States of Jersey focus on first in 2021?
Well, obviously with my Customer Service Hat on, it would be to support businesses by given them support in giving training, feedback and strategies on how they can deliver better service in this disruptive times, a Customer Service Recovery Plan!
What does a perfect Christmas for you look like?7
Good food, good wine, good friends and loving family around me.
Ooohhh, hard choice, I do love them both. Christmas is family time with the tree, decorations, songs, stories and traditions. New Year is time for friends, so party, dancing, giggles and new beginnings.
What’s your favourite Christmas movie?
I am sorry, to have to apologies before I say it, it’s Love Actually, I know it off-by-heart and still manage to cry every time!
Are you ready for Christmas or do you wait until the last minute to get organised?
I am a pretty organised person, so yes, I will have everything planned, list done, what to get, who for, present wrapped and cards written. It is like a military operation so on the day, I can just enjoy every minute.
What would you like Santa to leave under the tree for you this year?
I’ve had my eyes on some noise cancelling wireless earphones for when I go on planes, so I am hoping those will be under the tree and at the ready for my future travels.