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Caring for your employees so they can care for your customers

A lot has happened this summer and my Mumbai Franchisee had been offered to create an Customer Service Institute out there and therefore I thought if I am going to do it out there I may as well do it here... You and I know that happy employees will increase their performances resulting in

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Another Queen Bee is born, The Busy Queen Bee Maroc

Well, this year has been full of surprises, you may have remembered I went to Casablanca in April to attend the Retail and Franchise Forum where I was exhibiting and speaking. It was an amazing event and I discovered a city full of excitement and opportunities. My intentions were to obviously find a new

  • claire-boscq-scott-global-customer-service-guru

It all started 9 years ago…

It all started 9 years ago… whilst working at L’Horizon Hotel. We had monthly mystery guest visits from a UK company and I realised there was a gap in the market for a similar service with local knowledge. I thought this is what I need to do, it was like a light bulb moment

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Former en étant attentionné : Pourquoi?

Eh bien, une fois que vous avez élaboré vos propres normes et que vous savez exactement quel type de service vos employés devraient offrir, vous devez en informer vos employés et mettre en oeuvre ces normes. Former vos employés n'est pas seulement un besoin, c'est simplement une nécessité. L'importance de la formation de vos

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Training by caring: Why?

Well, once you have developed your own standards and you know exactly what type of service your employees should be delivering, you have to tell your employees about it and implement those standards. Training your employees isn’t just a need, it is simply a necessity. The importance of training your employees - both new

  • steps-develop-customer-service-standards-busy-queen-bee

Développer en étant attentionné : Pourquoi?

Les entreprises centrées sur le client ne laissent pas leurs clients se promener à la recherche d'informations ou d'aide; au lieu de cela, ils fournissent une expérience client exceptionel. Ils guident leurs clients à travers une série d'interactions soigneusement planifiées appelées un ‘parcours client’. Un parcours client comprend des expériences qui sont à leur

  • customer-experience-jeff-bezos-the-busy-queen-bee

Developing by caring: Why?

Customer-centric businesses don’t let their customers wander in search of information or help; instead, they provide customer experience excellence. They guide their customers through a carefully planned series of interactions called a customer journey. A customer journey comprises experiences which are, in turn, made up of touch points — human, physical, sensory or communication,

  • light-bulb-rechercher-busy-queen-bee-maroc

Rechercher en étant attentionné : Pourquoi?

Rechercher en étant attentionné : Pourquoi? La recherche et la compréhension de vos clients et de vos employés est maintenant largement reconnue comme une contribution vitale à toute stratégie d'amélioration de la performance commerciale centrée sur le client. Comprendre les clients est la clé pour leur donner un bon service à la clientèle et

  • how-to-buy-a-franchise-business-build-a-door-quote-opportunity-franchise

10 Steps to buying a Franchise Business – Step 1 – Evaluate yourself

10 Steps to buying a Franchise Business - Step 1 - Evaluate yourself Do you know that bees have an incredible ethical conduct, they have clear standards that regulate their behaviour and keep their mission on track. Their shared values are instilled through frequent messages as well as the demonstrable behaviours of higher

  • assessing-caring-customer-experience

Assessing by caring: Why?

Assessing your customers and employees is now widely recognised as a vital input to any strategy for customer-focused business performance improvement. Understanding customers is the key to giving them an exceptional experience. To give good customer care you must deliver what you promise. But an exceptional customer experience involves getting to know your customers

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