I had the opportunity to sit down with customer service keynote speaker and fount of customer service wisdom, Gavin Scott, on an episode of CX Passport. Using storytelling and wisdom, Gavin shares his gold dust for customer experience and customer service throughout the episode. Along with delivering speeches and training around this Customer Service Gold Dust, Gavin also wrote a book on the topic, “Finding Gold Dust: How to Create Exceptional Customer Experiences”.
In the episode, Gavin shares his 5 key areas for delivering great customer service and highlighted how storytelling matters. In addition, we get a chance to hear why “Next Play” or “Customer Next” is so vital…but how it’s important for a company to help agents be able to move to that “Next Play”.
In a bit of a surprise, we find out that Gavin is a pretty seasoned soccer ref and how that informs his perspective on customer service. Gavin also shares some of his travel experiences which highlight key elements of how to deliver great customer service. The “Warm Welcome” at the Ritz Carlton Sharm El Sheikh in Egypt stunned me!
You can view the full podcast below, or choose one of these other channels to view this podcast and more:
Apple Podcasts: http://bit.ly/applecxpassport
Spotify: http://bit.ly/spotifycxpassport
Web: http://cxpassport.com
YouTube: https://bit.ly/youtubecxpassport
Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. Rick also hosts the CX Passport podcast and believes the best meals are served outside and require a passport.
