In The Media

Article – Inside Small Business – Jan 2022
Top tips for customer service staff enforcing vaccination rules
A key piece of advice I would give all front-line service staff is this; your days at work will be easier and more peaceful if you leave your own personal and political views at the door. While you’re at work, be your best professional self. Be of service.

Article – Herald Sun – Oct 2021
Service is Suddenly Awkward.

Radio Interview – Triple M Karratha – June 2021
Are QR Codes Making Us Lazy in Customer Service?
In many cases the first impression we now have of a place is often the point of a finger towards a QR code, rather than a warm smile and friendly eyes. QR codes are important, but we need the QR scanning process to be added to the customer service journey because at the moment we’re missing the human connection.

Podcast Interview – Business Essentials Daily Podcast – February 2021
Dont Forget Your Manners
One of the many consequences of COVID-19 has been the lack of human connection. While technology has filled the gap, it’s as important as ever for businesses to provide that human touch and meaningful customer experience.

Article – Herald Sun – November 2020
Good Leaders Serve Us, We Don’t Serve Them
Some of those who are in powerful positions have perhaps forgotten the primary role of a leader, which is to serve.

Podcast Interview – Team Guru – October 2020
Learn How to Truly Serve Your Customers
Have you ever had a bad customer service experience? If so, you know how it can damage your overall perception of a business, regardless of the quality of the product.

Radio Interview – Afternoons with Jenny Seaton – Curtin Radio 100.1 – September 2020
Customer Service and Old Fashioned Manners
Jaquie discusses the importance of good old fashioned manners

Radio Interview – Mitchell’s Front Page – The Pulse 94.7 – August 2020
Is Good Customer Service Possible With a Face Mask On?
During these mask-wearing times we have an opportunity to hone our non-verbal skills and language skills to get better at serving people using eyes, body language and language that is articulate and shows people we understand,

Radio Interview – Territory FM 104.1 Mornings with Mel Little – July 2020
Have we Lost the Spirit of Service in Australia?
Jaquie discusses with Mel Little whether we have lost the spirit of service in Australia.

Live Interview – Sky News with Tim Gilbert – April 2020
Benefits of Good Customer Service
Customer service is the glue that keeps businesses going during a pandemic. If it drops away, so will your customers.

Live Interview – Ticker TV – April 2020
The Importance of Customer Service During COVID–19
Delivering good service internally and externally is about building long-lasting relationships which have a greater long-term impact as well, but the cracks start to show at times like this. How do you transform an organisations service culture during a time of crisis?

Article – CEO World – April 15, 2020
5 Service Sins and How to Break These Bad Habits to Get Ahead of Your Competitors
Service as we know it is changing. It used to be about competitive pricing and quality products, now it’s about long-lasting relationships that cut through the noise. These are the 5 service sins you’ve got to be aware of if you really want to survive today and tomorrow’s crisis.

Article – My Business – April 2020
Restoring Consumer Confidence Post Covid-19
There is no doubt that COVID-19 is having a drastic impact on consumers, their confidence and spending habits. But how will this play out further into 2020, and beyond? Will it ever be business as usual?

Article – Venture Magazine – April 2020
How To Serve People Well When You Are Amongst Chaos
The COVID-19 crisis is changing our lives as we have never known it. Now is the time to soften, slow down and be gentler when serving people.

Article – Dynamic Business – April 2020
Let’s Talk: Are soft skills more important than ever in leadership?
Looking at different businesses across the globe, and famous business leaders, it’s quite clear to see the type of leader they are.

Article – First 5000 – February 2020
How to Overhaul Bad Customer Service Habits
Delivering good service is about building long-lasting relationships which have a greater long-term impact. But when cracks start to show, how do you transform an organisation’s service culture?

Podcast – The Fitness Business Podcast – January 2020
Ep 271. Customer Service Success in 2020 with Jaquie Scammell
3 key metrics we should improve around customer service, action steps to achieve the result for each metric, and tips to remain focused on your New Years customer service resolution.

Article – InTheBlack Magazine – March 2019
Getting Customer Service Right in the Retail Sector
As customer transactions become an increasingly faceless experience, the rare occasions that you directly interact are at a premium. Here are six mindsets for customer service in the retail sector.

Article – Great Expectations Newsletter – February 2019
How a Service Mindset Attracts and Keeps Customers For Life
How a customer feels when they interact with your brand relies on how your employee makes them feel, while serving them at the front line.

Video Seminar – International Institute of Directors & Managers – February 2019
Video Seminar: Creating A Customer Service Mindset
Most organisations these days are either looking to transform their customer service culture or are amidst the transformation. The point is everyone knows they need to be doing something more than they ever had to win the hearts and minds of customers.

Article – Daily Mail UK – August 2018
Customer Service Pet Peeves Revealed Retail Staff Uncover Horror Stories Customers
From ignoring to upselling: The top six customer service pet peeves in Australia revealed – as retail staff share their own horror stories from behind the register

Article – Kochie’s Business Builders – August 2018
What Small Biz Can Learn from these Unsung Heroes of Aussie Customer Service
Companies adding the human touch to digital sales consistently outperform their competitors.

Article – LBDGroup – August 2018
How Do You Keep Customers For Life
Good-old-fashioned friendliness, care and attention is just as – if not more so – important now.

Podcast – Synergen Leadership – July 2018
Creating a Customer Service Mindset
Julian chats with Jaquie about the importance of customer service in any business or organisation and how success can be achieved by creating a customer service mindset and embedding this into your business’s culture.

Article – SmartCompany – July 2018
Six Customer Service Mistakes That Drive Customers Crazy
Mediocre customer service is at an all-time high in Australia. Over one-third of customers stopped shopping at a company due to a poor customer service experience, and this number looks sets to increase.

Article – Australian Financial Review – July 2018
Why Self-Service Is Costing Businesses Money
The need for human interactions is one of the main reasons many customers don’t like self-service transactions.

Article – News.com.au – July 2018
Expert Shares the Biggest Customer Service Fails — and How to Stop it from Happening to You
The days of being ignored by rude bartenders and sales assistants could be over, so long as you follow these golden rules.

Article – Business Franchise Australia – July  2018
The 6 Service Mindsets to Achieve a Positive Service Culture
Our desire, our need, for speed and convenience that is compromising our customers’ greatest and basic needs as humans: care, kindness and one-on-one attention.

Article – Leaderonomics.com – July 2018
How Conscious Leaders Drive A Customer Service Mindset
Service is simple. Yet the many complex systems and processes organisations have are not delivering the service customers crave.

Podcast – 2GB Radio – July 2018
Customer Service Mistakes
Customer Service Mistakes That Drive Us Crazy!

Article – Leaderonomics.com – July 2018
Sticky Service Culture Mindsets
6 Mindsets To Achieve A Sticky, Service Culture

Article – Kochie’s Business Builders – July 2018
Here’s How You Can Use A Service Mindset To Attract And Keep Customers
Good-old fashioned friendliness, care and attention are just as – if not more so – important now. Here’s why…

Article – Domain – May 2018
Seven Biggest Customer Service Boo-Boos And How To Avoid Them
We reveal the seven deadly sins of real estate agent customer service

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