Explore every episode of the podcast Customer Service Gold Dust Podcast
| Title | Pub. Date | Duration | |
|---|---|---|---|
| Ep88: Some Top 2022 Moments of Gold Dust | 04 Jan 2023 | 00:30:43 | |
This compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined firstly by Gregorio Uglioni - a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast. Next, we hear Gavin share a wonderful exercise to help you focus on achieving your most important goals on a regular basis - the perfect time to revisit it with the end of the year approaching. Finally, Gavin is joined by Hrushi Kulkarni - a Certified CX Practitioner who discusses various aspects of predictive analysis. ------
You can find Hrushi online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. | |||
| Ep87: Gold Dust Archive - Customer Success Strategies with Ryan Noakes | 07 Dec 2022 | 00:36:49 | |
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Ryan Noakes. We hear him discuss the importance of understanding the nuances of LinkedIn; he explains what Customer Success really means to him and why it has been such a core component of the bigger picture; and how, despite his tender age, he became "One To Watch". You can find Ryan online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. | |||
| EP 78 - Gold Dust Archive - Digital Transforming CX with Diane Magers | 05 Oct 2022 | 00:25:28 | |
This has been dug out of the Customer Service Gold dust archive for your listening pleasure... In this episode, Gavin is joined by Diane Magers. Diane is the Founder and Chief Experience Officer at Experience Catalysts. We hear her describe her journey from clinical psychology to CX, and why tough questions played such a key role; the reasons why organisations that have effectively digitally transformed are so far ahead of the competition; and the link between "YOLO" culture and the "Great Realignment". You can find Diane online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Ep77: My Top Moments of Monologue Magic | 28 Sep 2022 | 00:37:32 | |
Welcome to Episode 77 of The Customer Service Gold Dust Podcast. In this episode, we take the opportunity to revisit some special moments from a selection of Gavin's wonderful monologues over the first 75 episodes. Some of the topics include: how to make a conversation feel easy; the importance of demonstrating curiosity; providing a world class welcome; and an exercise in staying memorable. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 76: My Top 5 Moments of Gold Dust | 21 Sep 2022 | 00:28:07 | |
Welcome to Episode 76 of The Customer Service Gold Dust Podcast. In this episode, we take the opportunity to revisit 5 special moments from some incredible guests that have joined the podcast over the first 75 episodes. So join us in this trip down memory lane and thanks to all the amazing guests and listeners who have helped in making the show so special thus far. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Episode 75: Scaling Customer Service Quickly and Effectively with Luba Chudnovets | 07 Sep 2022 | 00:40:20 | |
Welcome to Episode 75 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Luba Chudnovets. We hear her talk about her fascinating experience at (then) start-up bank, Monzo and what it taught her about Customer Service; why voice should always have a place for customers; she highlights the technologies available to help agents identify common pressing concerns; and why she values problems as an opportunity rather than a hindrance. You can find Luba Chudnovets online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 74: UK Customer Experience Awards 2022 | 24 Aug 2022 | 00:07:32 | |
Welcome to Episode 74 of The Customer Service Gold Dust Podcast. This episode is dedicated to the upcoming Awards International 'UK Customer Experience Awards 2022' event that is taking place in October. So have a listen, and if you're interested in attending or being a judge, go to https://cxa.co.uk/ to find out more. You can also get in touch with Tamara Memedovic for further information here: https://www.linkedin.com/in/tamara-memedovic-147b6b222/ ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 73: How Efficient Package Tracking Can Help Customer Service with Irina Poddubnaia | 17 Aug 2022 | 00:25:39 | |
Welcome to Episode 73 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Irina Poddubnaia. We hear her talk about what made her create a more efficient packing tracking solution; the ways in which it can help alleviate the burden on the Customer Service department; and she shares three key tips for improving the connection to the customer through better communication. You can find Irina online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 72: Cyber Security vs Customer Experience with Aaron Painter | 10 Aug 2022 | 00:34:44 | |
Welcome to Episode 72 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Aaron Painter. We hear him talk about his initial journey into CX and why it made such a difference to his career path; how his family having their online identities stolen made him want to solve a problem for both customers and service reps; and why the opportunity for improving this issue could lead to a better and more trusting online experience all around. You can find Aaron online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 71: Are You On Purpose? | 03 Aug 2022 | 00:13:23 | |
Welcome to Episode 71 of The Customer Service Gold Dust Podcast. In this episode, Gavin poses an intriguing question: "Are you on purpose?" He elaborates on the difference between living a life 'on' purpose - as opposed to letting life happen to you. He also shares a close and fascinating story about having purpose in your life, and why it's so crucial to getting you out of bed each morning, ready to face the world with a renewed sense of vigour. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 70: How To Rearrange Your CX Life with Claire Boscq | 27 Jul 2022 | 00:37:17 | |
Welcome to Episode 70 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Claire Boscq. We hear her talk about her journey through various CX roles and why she became so passionate about it; the benefits of mystery shopping and how she realised it could be applied to other areas; and how Feng Shui can be such a powerful ally - especially to those working from home. You can find Claire online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 69: Cruising Through Customer Service with Al Hughes | 20 Jul 2022 | 00:36:36 | |
Welcome to Episode 69 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Al Hughes. We hear him talk about why he's so passionate about the industry and where he developed his deep love for customer service; share examples of what leadership should - and shouldn't - look like in contact centres; and highlight a particular moment when his team took the initiative to make him immensely proud. You can find Al online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Ep86: Gold Dust Archive - Riding the Waves with Natasha Ratanshi-Stein | 30 Nov 2022 | 00:30:24 | |
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Natasha Ratanshi-Stein. We hear her describe how she came up with the idea for Surfboard and what solutions it aims to provide; the reason behind aiming to bring more humanity to issues like scheduling; and why the opportunity was there to offer a more refined and collaborative piece of technology in the CX industry. You can find Natasha online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. | |||
| EP 68: The Importance of Giving Compliments | 13 Jul 2022 | 00:09:32 | |
Welcome to Episode 68 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about the magic of giving compliments. He elaborates on some interesting examples of how giving compliments can make customer service fun and fluid - whether you're the agent or the customer. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 67: Contact Center Secrets with Matt Beckwith | 06 Jul 2022 | 00:29:14 | |
Welcome to Episode 67 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Matt Beckwith. We hear him talk about a particular habit he developed that has helped sharpen his Contact Center sword; the importance of looking beyond basic average handling time metrics; and why voice will likely never die out - but may merge with digital even more in the years to come. You can find Matt online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 66: Getting the Little Things Right in Customer Service | 29 Jun 2022 | 00:11:19 | |
Welcome to Episode 66 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about the importance of getting the little things right. He elaborates on a fascinating example of how one little thing can make all the difference - and how you can take that energy into your own customer service world with three useful steps. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and https://gavinscott.me/ | |||
| EP 65: Best Ever Customer Service in the Hospitality Industry | 22 Jun 2022 | 00:11:10 | |
Welcome to Episode 65 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about various examples of brilliant customer service in the Hospitality Industry. He discusses how research indicates that the first 12 words of any encounter determine much of that all-important first impression - along with some illuminating ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and https://gavinscott.me/ | |||
| EP 64: Creating Customer D.E.L.I.G.H.T! | 15 Jun 2022 | 00:14:13 | |
Welcome to Episode 64 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about the various ways in which you can create "D.E.L.I.G.H.T" for your customers. He discusses the various steps behind the acronym "D.E.L.I.G.H.T", with the 7 steps of the how to achieve it - along with some fascinating stories along the way to illustrate the points. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and https://gavinscott.me/ | |||
| EP 63: Developing Your Mindset | 08 Jun 2022 | 00:19:23 | |
Welcome to Episode 63 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about the various ways in which you can develop your mindset for success. He discusses what mindset actually means; the 4 steps of the ladder to shaping it; the importance of never giving up; and why it's such a crucial foundation to everything we do. ------ FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 62: Telecommuting in the Customer Service Industry with Kate Brouse | 01 Jun 2022 | 00:35:53 | |
Welcome to Episode 62 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Kate Brouse. We hear her talk about why it's so important for her to turn every interaction she has into a positive one; discuss the key skills that people working in customer service today should have; and why companies are finally coming round to hiring people with disabilities in order to have a more diverse and inclusive workforce. You can find Kate online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator, and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 61: The Benefits of Mystery Shopping with Elaine Lee | 25 May 2022 | 00:38:39 | |
In this episode, Gavin is once again joined by Elaine Lee. We hear her talk about how mystery shopping can be beneficial in both quantitative and qualitative scenarios; give some examples where companies have been made to realise customer pain points in the ordering process; and why it's so crucial to know who your customers are in order to cater to them effectively. You can find Elaine online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 60: Location-Planning with Sarah Hitchcock | 18 May 2022 | 00:27:16 | |
Welcome to Episode 60 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Sarah Hitchcock. We hear her talk about the importance of open and timely communication with clients; elaborate upon locating-planning and why it can be a vital tool when guarding against cannibalisation; and discuss why awards ceremonies can be a useful reminder of the accomplishments achieved along the way, as well as keep up team spirit. You can find Sarah online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 59: Riding the Waves with Natasha Ratanshi-Stein | 11 May 2022 | 00:30:24 | |
Welcome to Episode 59 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Natasha Ratanshi-Stein. We hear her describe how she came up with the idea for Surfboard and what solutions it aims to provide; the reason behind aiming to bring more humanity to issues like scheduling; and why the opportunity was there to offer a more refined and collaborative piece of technology in the CX industry. You can find Natasha online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Ep85: Gold Dust Archive - Bright Ideas with Karl Sandland | 23 Nov 2022 | 00:38:41 | |
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Karl Sandland. We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with two You can find Karl online at: LinkedIn FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. | |||
| EP 58: Rick DeLisi | 04 May 2022 | 00:44:42 | |
Welcome to Episode 58 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Rick DeLisi. We hear him describe what constitutes an "Effortless Experience"; the generational differences and how the next generation of consumers will interact with Customer Service; and deep-diving into various models that could point the way towards a more seamless technological transition within CX. You can find Rick online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 57: Think Wow with Dan Brown | 27 Apr 2022 | 00:40:02 | |
Welcome to Episode 57 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Daniel Brown. We hear him discuss the positive aspects of being nominated and recognised through independent awards ceremonies; the importance of asking for helping when you really need it; and deep-diving into the crucial link between CX and Sales. You can find Daniel online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 56: Creating VIP Customer Experience with Carolene Méli | 20 Apr 2022 | 00:39:54 | |
Welcome to Episode 56 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Carolene Méli. We hear her detail the four key elements that make a truly great and memorable experience; take us behind the scenes of the VIP Experience at Cirque du Soleil, and discuss why curiosity is a surefire pathway to enlightenment. You can find Carolene online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 55: Reconnecting The Customer Experience with Mads Fosselius | 13 Apr 2022 | 00:36:11 | |
Welcome to Episode 55 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Mads Fosselius. We hear him talk about what he considers to be the key elements of CX in today's day and age; discuss the fascinating Dixa report which contains key statistics about how customer agents are actually feeling; and shed some light on the rising tech trends in customer service. You can find Mads online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 54: Accelerating Your CX Journey with Nate Brown | 06 Apr 2022 | 00:41:15 | |
Welcome to Episode 54 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Nate Brown. We hear him describe the origins of his accidental journey into CX; the importance of calling out questionable behaviour within teams; and why putting the customer first will always pay dividends. You can find Nate online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 53: Digitally Transforming CX with Diane Magers | 30 Mar 2022 | 00:25:28 | |
Welcome to Episode 53 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Diane Magers. We hear her describe her journey from clinical psychology to CX, and why tough questions played such a key role; the reasons why organisations that have effectively digitally transformed are so far ahead of the competition; and the link between "YOLO" culture and the "Great Realignment". You can find Diane online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 52: Three Key Things That Will Drive Improvement Onward and Upwards with Jimmy Hosang | 23 Mar 2022 | 00:36:54 | |
Welcome to Episode 52 of The Customer Service Gold Dust Podcast. In this episode, Gavin is once again joined by Jimmy Hosang. We hear him discuss how scripts are making a return - in combination with artificial intelligence; the statistics behind how agents are actually relying on their own "scripts"; and the three keys things that will drive improvement onward and upwards. You can find Jimmy online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 51: Predictive Analysis with Hrushi Kulkarni | 16 Mar 2022 | 00:32:40 | |
Welcome to Episode 51 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Hrushi Kulkarni. We hear him discuss how predictive analysis is becoming crucial in various sectors (such as banking) in order to anticipate when a customer is thinking of leaving your company; why the combination of digital and physical data-driven decision making can prove so potent; and why leadership will always be one of the biggest factors in determining how successful a company's CX will be. You can find Hrushi online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 50: Overnight "Celebrity Service" with Geoff Ramm | 09 Mar 2022 | 00:52:54 | |
Welcome to Episode 50 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Geoff Ramm. We hear him discuss why over 400 of his own customer service stories play such a vital role in the coaching sessions and talks he delivers; analyse how some businesses took COVID as an opportunity to let their CX truly shine, and share how "Celebrity Service" can revolutionise customer service for countless practitioners. You can find Geoff online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 49: Think Wow with Rebecca Brown | 02 Mar 2022 | 00:32:29 | |
Welcome to Episode 49 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Rebecca Brown. We hear her discuss the journey of starting up a new CX business in lockdown and why, in some ways, the timing was beneficial; how CX is such a crucial part of customer service and the ways in which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart, leading her to become an advocate against it. You can find Rebecca online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Ep84: Gold Dust Archive - Constant Improvement with Rob Moon | 16 Nov 2022 | 00:31:37 | |
This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon. We hear him highlight various ways to improve the experience between execs and customers; why the triangle between customer service, sales and marketing is so vital; and how software can enable training even if you are working from home. ------ You can find Rob online at: LinkedIn FeedSpot - 30 Best Customer Service Podcasts ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. | |||
| EP 48: A Rockstar's Guide to Building a Long-Lasting Customer Experience Success with James Dodkins | 23 Feb 2022 | 00:30:05 | |
Welcome to Episode 49 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by James Dodkins. We hear him discuss his journey from the award-winning guitarist in a heavy metal band to becoming a CX evangelist; he highlights how much of today's organisational structure is still based on a potentially outdated theory from 250 years ago, and why focusing on the needs of the customer instead of just their wants should lead to long-lasting success. You can find James online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 47: Bright Ideas with Karl Sandland | 16 Feb 2022 | 00:38:41 | |
Welcome to Episode 47 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Karl Sandland. We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with two contrasting companies highlighted how to deal with a customer - but also how to turn them off; and why asking what animal someone considers themselves to be can act as a wonderful gateway to finding out their true needs! You can find Karl online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/
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| EP 46: Service Operations with Alec Dalton | 09 Feb 2022 | 00:44:39 | |
Welcome to Episode 46 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Alec Dalton. We hear him discuss the importance of understanding why some companies - such as Disney - are so successful at making their guests feel special; the reason why service operations are so vital to any company; and how to make sure that organisations are attenuating their customer-facing language to the right and proper situations. You can find Alec online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 45: Life's Too Short, Do What You Love For A Living! | 02 Feb 2022 | 00:08:07 | |
Welcome to Episode 45 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about love, actually. When you love your job, it permeates through every action and leaves a positive, long-lasting impression on the customer. So as Valentine's Day approaches, make sure you put love first. ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. To get in-touch with Gavin find him online or on Social Media at: https://gavinscott.me/ https://www.linkedin.com/in/gavinscottltd/ | |||
| EP 44: Think Simple Win Big with Doug Bennett | 26 Jan 2022 | 00:34:50 | |
Welcome to Episode 44 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Doug Bennett. We hear him discuss the importance of setting goals and where his goal-setting habits originate from; he breaks down how S.M.A.R.T goals work, why they are so effective; and how starting small is often a more manageable method. You can find Doug online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 43: Customer Success Strategies with Ryan Noakes | 19 Jan 2022 | 00:36:49 | |
Welcome to Episode 43 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Ryan Noakes. Ryan is the Customer Success Manager for EMEA and the US at SAI360. He is included in the #CSones2watch 2022 report by Customer Success Collective. In this episode, we hear him discuss how he leverages Linkedin to his advantage and why you should invest in yourself, get better at speaking & storytelling and why you need to put yourself out there. He also shares what is the difference between account management, customer support and customer success. ------ You can find Ryan online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 42: How To Show Genuine Interest In Your Customers with Graeme Forbes | 12 Jan 2022 | 00:27:10 | |
Welcome to Episode 42 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Graeme Forbes. We hear him discuss why taking a genuine interest in customers is so vital; how his potential sphere of influence has grown in 2021; and how a phone call with a mortgage company gave him hope when he needed it most. You can find Graeme online at: Email: graeme.4bes@gmail.com ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 41: Acheiving Your Goals in 2022 | 05 Jan 2022 | 00:13:09 | |
Welcome to Episode 41 of The Customer Service Gold Dust Podcast. In this first episode of 2022, Gavin shares a wonderful exercise to help you focus on achieving your most important goals on a regular basis. It revolves around discovering what your most important 5 goals for the year are - and finding out what your motivation is for each of them.
https://gavinscott.me/ | |||
| EP 40: Importance Of Understanding Why Do Customers Complain with Jonathan Mantle | 29 Dec 2021 | 00:48:28 | |
Welcome to Episode 40 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Jonathan Mantle. We hear him discuss the importance of understanding why customers are complaining in the first place; the reason compensation culture typically provides little long-term benefit; and how the Complaints Team are rarely responsible for an increase in complaints. You can find Jonathan online at: ------ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 39: Conquering Mediocrity with Jamie Thorpe | 23 Dec 2021 | 00:37:10 | |
Welcome to Episode 39 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Jamie Thorpe. We hear him pinpoint why priorities are always an essential part of any roadmap; when mediocrity is the thing to be feared - not digitisation; and the tangible benefits of communicating with customers during the Credit Crunch. You can find Jamie online at:
Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| Ep83: The Art of Listening with Alison Boyle | 09 Nov 2022 | 00:30:47 | |
Welcome to Episode 83 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Alison Boyle. ------ You can find Alison online at: ------ FeedSpot - 30 Best Customer Service Podcasts ------ https://gavinscott.me/ | |||
| EP 38: An Exercise in Making things Memorable | 15 Dec 2021 | 00:12:18 | |
Welcome to Episode 38 of The Customer Service Gold Dust Podcast. In this episode, Gavin shares an incredible exercise to help memorise intentions. It revolves around 550 words about the life and times of Muhammad Ali and how the technique can be applied to anyone within the customer service industry.
https://gavinscott.me/ | |||
| EP 37: 5 Tips On How To Create Better Connections With Your Customer | 08 Dec 2021 | 00:10:36 | |
Welcome to Episode 37 of The Customer Service Gold Dust Podcast. In this episode, Gavin shares his 5 tips on how to create better connections with your customer. https://gavinscott.me/ | |||
| EP 36: What Football Teaches Us About Achieving Successful Customer Experience with Gregorio Uglioni | 01 Dec 2021 | 00:30:14 | |
Welcome to Episode 36 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni. We hear him compare the various ways in which CX can be related to football (or soccer); why statistics can be a useful tool but shouldn't overshadow the main goals; and why the term 'Business To Business' is missing the most important element. You can find Gregorio online at:
Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||
| EP 35: How to Improve Customer Satisfaction Using The Service Triangle Approach with Rob Moon | 24 Nov 2021 | 00:31:37 | |
Welcome to Episode 33 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon. We hear him highlight various ways to improve the experience between execs and customers; why the triangle between Customer Service, Sales and Marketing is so vital; and how software can enable training even if you are working from home. You can find Rob online at: https://www.robmoontraining.co.uk/ Professional Speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages. https://gavinscott.me/ | |||