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.

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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/

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.

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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/

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't overshadow the main goals; and why the term 'Business To Business' is missing the most important element.

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You can find Gregorio online at:

LinkedIn

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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/

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 software can enable training even if you are working from home.

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You can find Rob online at:

https://www.robmoontraining.co.uk/
LinkedIn

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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/

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 listening to what they are saying in order to gain a deeper comprehension of their issue? It's a crucial skill not only in work but in life.

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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/

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 process to your needs.

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You can find Joanna online at:

Website: https://ecxo.org/
LinkedIn: https://www.linkedin.com/in/joanna-carr-cxad-dip-3a77b587/

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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/

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 a central tenet of customer service
itself, and that's the theme of this episode.

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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/

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 service and do kind things without expecting anything in return; and how to turn tadpoles into whales.

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You can find Tony online at:

 https://tonymorrisinternational.com/

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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/

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 resolved.

But what if they had focused on the root cause and taken the time to get it right in the first place? That's the heart of this episode, and frequently of customer service itself.

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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/

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 may supersede traditional thinking about the dynamic between companies and customers; why you shouldn't always accept what people are saying at face value; and how loyalty actually increases when customers invest more into the CX relationship.

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You can find Hege online at:

https://www.linkedin.com/in/hegebrown/

https://www.hegebrown.com/

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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/