Customer Service Gold Dust Podcast

Welcome to Episode 39 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Jamie Thorpe. Jamie is CX, Research and Engagement Professional and is 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; and the tangible benefits of comm...

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. ------ This podcast is hosted by Gavin Scott, an inspirational and entertaining  Professional Spea...

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. ------ 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 g...

Welcome to Episode 36 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Professional, Gregorio Uglioni. Gregorio is a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast. 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...

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. 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 Marketing is so vital; and how...

Welcome to Episode 34 of The Customer Service Gold Dust Podcast. In this episode, Gavin highlights the importance of effective listening. There are many forms of listening and it's important to understand the different levels to which it can be practised. How do you effectively listen to your customers, whether it is over the phone or face to face? Are you listening to respond or actively lis...

Welcome to Episode 33 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by CX Strategic Advisor, Joanna Carr. Joanna has years of experience within CX and is also a Founding Member of the European Customer Experience Organization (ECXO). We hear her explain what Zero Party Data is; why you should not make iceberg analogies; and how IKEA can tailor the mattress buying proc...

Welcome to Episode 32 of The Customer Service Gold Dust Podcast. In this episode, Gavin highlights the importance of providing a world-class warm welcome. There is much to learn from man's best friend, in particular the way in which they give the warmest of welcomes every time. How do you welcome your customers, be it over the phone or face to face? Striving to give a proper welcome should be...

Welcome to Episode 31 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Business Speaker, Sales Trainer and Author, Tony Morris. Tony has trained over 35,000 people through his company Tony Morris International, not to mention written numerous books. We hear him talk about the importance of treating every call as if it were a mystery shopper; why you should be of servi...

Welcome to Episode 30 of The Customer Service Gold Dust Podcast. In this episode, Gavin discusses a recent experience he had which reinforced the importance of getting it right the first time. Having recently moved house, the weekly grocery delivery kept getting delivered to the old address... For seven weeks! This meant Gavin had to spend time every week with customer service until it was finally...

Welcome to Episode 29 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by the Relational Experience Expert, Hege Marie Brown. Hege helps organisations understand the difference that Relational Experience (RX) can make within Customer Experience - and her ultimate goal is to align RX with the field of Design (RXD). We hear her talk about the importance of RX and why it ma...

Welcome to Episode 28 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by the Director of the Call Centre Helper Magazine, Jonty Pearce. Jonty helps organisations understand what Customer Experience best practice should look like through the use of platforms - and following up to make sure it is actually acted upon. We hear him talk about the importance of customer servi...

Welcome to Episode 27 of The Customer Service Gold Dust Podcast. In this episode, Gavin focuses on customer service mindsets for success. 80% of success is down to mindset - only 20% is down to skill. Often it comes down to having a negative, problem-based mindset versus a positive, solution-based one. Choosing to be "world-class" is an underlying principle that will always stand you in...

Welcome to Episode 26 of The Customer Service Gold Dust Podcast.  In this episode, Gavin is joined by Customer Experience Leader, Shep Hyken. Shep is a renowned Customer Experience and Service Expert, Keynote Speaker and Best-Selling Author. We hear him talk about the origins of CX and what it has morphed into; the importance of defining success criteria in advance; when to think like the buyer -...

Welcome to Episode 25 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Leader, Merete Medle . Merete is the Customer Experience Director of Foodback and has vast experience within the field. We hear her talk about the importance of CX being kept simple and not neglecting the basics; why diversity will only continue to grow in importance, despite th...

Welcome to Episode 24 of The Customer Service Gold Dust Podcast. In this episode, Gavin talks about the importance of demonstrating curiosity. As youngsters, we asked questions all the time but that curiosity often subsides for one reason or another. When it comes to customer service, it frequently pays dividends to be curious and take a genuine interest in the caller, as well as their request. Th...

Welcome to Episode 23 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by CX Commercial Director, Chloe Woolger. Chloe helps organisations understand what Customer Experience best practice should look like through the use of platforms - and following up to make sure it is actually acted upon. We hear her talk about the importance of a CX vision throughout the whole compa...

Welcome to Episode 22 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by the Customer Service 'Dancing Queen', Jacqui Turner. Jacqui is a specialist in Customer Service and Team Leader Training. We hear her talk about the importance of staying present when talking to customers; how one call changed her entire outlook on active listening and multi-tasking; and...

Welcome to Episode 21 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Fractional Chief Customer Office and CX Strategist, Nicholas Zeisler. Nicholas is extremely passionate about convincing organisations to improve their CX without simply associating it with the end result of higher potential income. We hear him talk about the importance of systems; why customer serv...

Welcome to Episode 20 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Global Customer Experience Specialist, Christopher Brooks. Christopher is the MD of Clientship CX. We hear him talk about the 8 traits which can revolutionise CX; why open sharing of knowledge is the way forward; and how the forthcoming Customer Experience World Games got started. ------ You can fi...

Welcome to Episode 19 of The Customer Service Gold Dust Podcast. In this episode, Gavin takes another deep dive into some of the topics discussed by recent guests, including how to go about creating an emotional connection with our customers. We take a look at some pertinent examples from companies such as Amazon, with their reputation for incredibly fast delivery; BMW, with a wonderful breakdown...

Welcome to Episode 18 of The Customer Service Gold Dust Podcast. In this episode, Gavin takes a deeper dive into some of the topics discussed by recent guests, including the importance of language. Making the conversation feel easy is crucial when talking to customers, and small positive changes in the words we use can make a massive difference to everyday interactions. ------ This podcast is host...

Welcome to Episode 17 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by the Managing Principal of EX4CX, Rick Denton. Rick helps Customer Experience executives create impactful ROI through their VOC and CX values. We hear him talk about Bug Boards and why complaints are 'gold dust'; why surveys can be useful but not the 'be all and end all', and why...

Welcome to Episode 16 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Customer Experience Advisor, Jeff Sheehan. We hear Jeff talk about his various experiences with Customer Experience; how the multiple companies he worked for helped illuminate a path towards better understanding Customer Experience; and the challenges when trying to complete a book. ------ You can...

Welcome to Episode 15 of The Customer Service Gold Dust Podcast. In this episode, Gavin is joined by Contact Centre Consultant, Nerys Corfield. We hear her talk about her various experiences with Customer Service; how senior management listening in to calls can help immensely; and why an external consultant with a fresh set of eyes (and ears) can make such a difference. ------ You can find Nerys o...