Customer Service Gold Dust Podcast

Welcome to Episode 89 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Kyle Wright. Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA). We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and...

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 pe...

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. Ryan is a Customer Success Manager for EMEA and the US at SAI360. 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 pic...

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. Natasha is the Founder of Surfboard. 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 t...

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. Karl is the Founder and Chief Experience Officer at BrightCX LTD. 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 wit...

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. Rob has years of experience training and is the Director of Rob Moon Training. We hear him highlight various ways to improve the experience between execs and customers; why the triangle between customer service, sales and m...

Welcome to Episode 83 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Alison Boyle. Alison is an author, marketing strategist and funnel expert. We hear her talk about her initial experiences in customer service and what they taught her; why real listening is the most important aspect underpinning so many customer-facing roles; and how vital copy is to getting across...

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Rebecca Brown. Rebecca is the Founder and Lead Consultant at Think Wow. 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 whic...

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is once again joined by Elaine Lee. Elaine is the Managing Director of ReynoldsBusbyLee. 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 i...

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure... In this episode, Gavin is joined by Jamie Thorpe. Jamie is a CX, Research and Engagement Professional - and the Head of Experience Management at Ipsos MORI CX. We hear him pinpoint why priorities are always an essential part of any roadmap; when mediocrity is the thing to be feared - not digitisation; an...

This has been dug out of the Customer Service Gold dust archive for your listening pleasure... In this episode, Gavin is joined by James Dodkins. James is a Speaker, Author and Customer Experience Rock Star. We hear him discuss his journey from 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 o...

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 trans...

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....

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 Custom...

Welcome to Episode 75 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Luba Chudnovets. Luba Chudnovets is Co-Founder and CEO of Cordless. 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 a...

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 inf...

Welcome to Episode 73 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Irina Poddubnaia. Irina is Founder of TrackMage. 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...

Welcome to Episode 72 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Aaron Painter. Aaron is CEO of Nametag. 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 imp...

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 o...

Welcome to Episode 70 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Claire Boscq. Claire is a CX Expert, Keynote Speaker and the Creator of BizShui™. 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...

Welcome to Episode 69 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Al Hughes. Al is a Head of Contact Centre & Contact Centre Leader. 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 h...

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 inspira...

Welcome to Episode 67 of the Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Matt Beckwith. Matt is a Director of Customer Experience and 'The Contact Center Geek'. 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...

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 ------ T...

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 stories about how great customer service can be. ------  FeedS...