Service Mindset

If you're looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell's approach is simple and more human than simply introducing better processes and procedures and her approach works.

Jaquie has studied Australian organisations that provide the best customer service and from this research she has created a system which, if followed, will increase loyalty to your business. You too will be able to create a winning customer service mindset that will be adopted by your frontline service leaders, the people who impact your customer service staff, who impact your customers every day.

In Service Mindset, Jaquie includes interviews with leaders from six of the best Australian businesses, which have a customer service mindset. These organisations may not have as much street cred as Google, Amazon or Facebook, but they lead the way when it comes to building a high performing service culture where customer loyalty is constantly increasing.

This book was first published in May 2018 under the title Creating a Customer Service Mindset. It was a great success, with total sales of over 3,000 copies: 1,191 through bookstores (Bookscan, Sept, 2019).

Service Mindset is a re-jacketed, new edition of Creating a Customer Service Mindset. It has a new ISBN and it supersedes Creating a Customer Service Mindset.

About the Author

Jaquie Scammell is the leading voice in the business of service in Australia. She teaches a service mindset, habits and culture to leaders seeking growth in their organisations and in the individuals who work in them.

Jaquie transforms cultures to 'think customer' by building socially intelligent workforces. She knows the levers to pull to inspire your staff to better serve your customer.

Prior to following her own path, Jaquie has been fortunate enough to have had a diverse career with over 20 years of leadership experience in public, private and not for profit sectors. Starting within the McDonalds franchise system and expanding to major sports and entertainment venues such as; Wembley National Stadium (UK), Emirates Stadium (UK) and the Australian Open Grand Slam.