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 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 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 turning CX into 'fun' can transform the entire outlook.

------
You can find Rick online at: https://www.linkedin.com/in/rickdenton/https://www.ex4cx.com/
------

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 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 online at:https://www.linkedin.com/in/neryscorfield/
------

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 14 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Customer Experience Specialist and fellow author, Jonathan Daniels.

We hear him talk about how he identified a lack of Customer Experience focus in Brussels as an opportunity ripe for picking; how Agile methodologies are becoming ever more prevalent over time; and why the impact on customers is just as important as the growth of a company.

------
You can find Jonathan online at:https://www.linkedin.com/in/jdaniels-cx/
------

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 13 of The Customer Service Gold Dust Podcast.
In this episode, Gavin is joined by Contact Centre Specialist, Garry Gormley.

We hear him talk about how his first job at McDonald's gave him some excellent "takeaways"; how Contact Centres are becoming ever more crucial over time; and why human connection in a post-pandemic world will only rise in importance.

------
You can find Garry online at:https://www.linkedin.com/in/garry-gormley-fism-the-contact-centre-specialist/https://www.fabsolutions.co.uk/
------

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 12 of The Customer Service Gold Dust Podcast.
In this episode, Gavin is joined by Customer Experience Researcher, Justin Robbins.

We hear him talk about how the appropriate technology can play a vital role in customer service; the difference between 'customer service' and 'customer experience'; and what he's learned about the paradox of choice.

------
You can find Justin online at:https://www.linkedin.com/in/justinmrobbins/
------

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 11 of The Customer Service Gold Dust Podcast.
In this episode, Gavin is joined by Customer Experience Director, Sarah Sargent.

We hear her talk about how the pandemic has brought more empathy when servicing the more vulnerable; the importance of applying active listening to every customer interaction; and what she learned about customer service from her delivery man!

------
You can find Sarah online at:https://www.linkedin.com/in/sarahjsargent/
------

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 10 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Jim Tincher, the Founder, CEO and Journey Mapper-In-Chief of Heart of the Customer.

We hear him talk about how Journey Mapping is going to play an increasingly important role over the next 5 years; what he learned about putting customers first without alienating higher management; and why the complaints process can be enjoyable - yes, enjoyable!

------
You can find Jim online at:https://www.linkedin.com/in/jimtincher/
https://heartofthecustomer.com/
------

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 9 of The Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Richard Christie, the Head of Customer Success at The Skills Network. We hear him talk about how customer service has played an increasingly important role during the pandemic; why he was able to navigate the past year with empathy, ultimately leading to success; and why cookies can help retain customers and forge an unbreakable bond!

------
You can find Richard online at: https://www.linkedin.com/in/richard-christie-8a260222/
------

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/