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 service and why it may even outrank marketing in certain key metrics; the difference of being in rapport and outside of it; and how marking a case as 'resolved' can often be premature.

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You can find Jonty online at:

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

 https://www.callcentrehelper.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 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 good stead.

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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 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 - not the supplier; and why CX is a crucial area that will only continue to grow over the coming years.

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You can find Shep online at: https://hyken.com/

Linkedin: https://www.linkedin.com/in/shephyken/ 

Latest Book: I'll Be Back How to Get Customers to Come Back Again and Again

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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 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 the present challenges; what her early experiences as a DJ taught her; and why customer service shouldn't be placed in the second row.

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You can find Merete online at: https://www.linkedin.com/in/meretemedle/

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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 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. This is where "TED Questions" can be incredibly useful.

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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 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 company; why the role of women in tech will only continue to grow in importance, despite the present challenges; and how the pandemic may have changed expectations of a more balanced work-life for the better.

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You can find Chloe online at:https://www.linkedin.com/in/chloe-woolger-connect/https://twitter.com/chloewoolger
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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 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 why coaching should be accessible to all employees at every level of an organisation.

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You can find Jacqui online at:https://www.linkedin.com/in/jacqui-turner-trainerhttps://turnercorner.co.uk/
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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 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 service and customer experience frequently target two entirely different areas; and when improving CX systems doesn't always lead to improved revenues.

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You can find Nicholas online at: https://www.linkedin.com/in/zeislerconsulting/http://zeislerconsulting.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 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.

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You can find Christopher online at:
https://www.linkedin.com/in/christopher-brooks-1425b7a/
https://www.limetropy.com/the-customer-experience-world-games/
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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/
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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 service called BMW Assist; and why it's important to crystallise which emotions you want your customers to feel.


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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/