Customer Service Gold Dust Podcast

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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:

Dec 07, 2022

00:36:49

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 picture; and how, despite his tender age, he became "One To Watch".------

You can find Ryan online at:

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Nov 30, 2022

00:30:24

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 there to offer a more refined and collaborative piece of technology in the CX industry.------

You can find Natasha online at:

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Nov 23, 2022

00:38:41

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 twocontrasting companies highlighted how to deal with a customer - butalso how to turn them off; and why asking what animal someone considersthemselves to be can act as a wonderful gateway to finding out theirtrue needs!------

You can find Karl online at:

LinkedIn------

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Nov 16, 2022

00:31:37

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 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:

LinkedIn------

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Nov 09, 2022

00:30:47

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 your message to the right audience.

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You can find Alison online at:

LA Marketing Website

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https://gavinscott.me/https://www.linkedin.com/in/gavinscottltd/

------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:

Nov 02, 2022

00:32:29

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 which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart, leading her to become an advocate against it.------

You can find Rebecca online at:

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https://gavinscott.me/https://www.linkedin.com/in/gavinscottltd/

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Oct 26, 2022

00:38:39

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 in the ordering process; and why it's so crucial to know who your customers are in order to cater to them effectively.------

You can find Elaine online at:

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https://gavinscott.me/https://www.linkedin.com/in/gavinscottltd/

Oct 19, 2022

00:37:10

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; and the tangible benefits of communicating with customers during The Credit Crunch.------

You can find Jamie online at:

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https://gavinscott.me/https://www.linkedin.com/in/gavinscottltd/

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Oct 12, 2022

00:30:05

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 on a potentially outdated theory from 250 years ago; and why focusing on the needs of the customer instead of just their wants should lead to long-lasting success.------

You can find James online at:

Instagram

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