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.
Jaquie Scammell is a sought-after speaker, facilitator and coach working with some of the largest global workforces in retail, banking and hospitality. She has also worked with major airports, stadiums and events – from Wembley Stadium in the UK to the Australian Open Grand Slam in Melbourne. Jaquie has managed and advised workforces of all sizes, from small teams to staff of more than 9500, interacting with millions of fans on a daily basis. This is the first book in her ‘Service’ series.