An award-winning author who is a leading voice in the area of service.


Jaquie has written three inspiring and actionable books which have received international acclaim.


The Future of Service is 5D

Why humans serve best in the digital era

An eminent voice for service leadership, Jaquie Scammell has tackled the hard question of what the service needs to look like in the digital age.

Her enlightened approach uses 5 core dimensions and this enables the concepts to be treated as focus areas or part of a wholistic service leadership pathway.

The actionable tools within the book make it a valuable resource for every aspiring and current service leader.


Service Habits 2nd Edition

21 Habits to Transform Your Service Culture

Audiobook and physical copies available in all good book stores.

Australia’s leading customer service expert Jaquie Scammell reveals the 21 key habits service leaders need to lead successful teams and relationships with the people they serve. Fully revised and updated for a post-COVID workforce, this is a practical handbook on human relations in a world that demands service like never before.

The Service Mindset book

Service Mindset

6 mindsets to lead a high-performing service team

Physical copies available in all good book stores.

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