Welcome to the Finding Your EPIC® podcast.

In this episode, host Jacqueline Frost talks to Gavin Scott, customer experience expert, facilitator and leadership coach.

Having spent years working in customer service and leadership development, Gavin explains how listening became far more than simply hearing words. Through coaching customer conversations and developing leaders, he learned to recognise patterns, emotional cues and the moments that often go unnoticed.

The conversation explores why people frequently listen to respond rather than listen to understand, and how small shifts in language can dramatically change how someone feels. From acknowledging emotion before moving to solutions, to recognising the “gold dust” hidden inside conversations, Gavin shares practical insights that apply far beyond customer service.

At the heart of the episode is a powerful idea: epic listening is not about hearing more – it is about hearing differently.

To get in touch with Gavin, find him here:

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

Stay tuned for future episodes of the Finding Your EPIC® podcast