Books
Our founder Jaquie Scammell is an award winning author of The Service Series.
The Future of Service
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 five 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.
Available for purchase from February 2024. Click below to receive the first chapter at the end of November 2023.
Service Habits 2nd Edition
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.
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.
Service Habits book review
Jaquie Scammell, Australia’s leading expert on customer service and pre-eminent voice in the business of service, breaks down what world-class service looks like and, more importantly, what baby steps we can take to achieve it.
Rather than advocating for a massive organisation-wide transformational effort (which rarely works), this book takes you through the 21 Habits that create a service mindset, and grow the organisation (and you personally).
Practical, accessible, engaging and profound, Service Habits is compulsory reading for anyone in the business of service. And make no mistake, if you are in business, you are in the business of service."
Peter Cook
CEO, Thought Leaders
Service Mindset book review
"I recommend this book to any leader wanting to build an exciting and dynamic organisation founded on great customer service."
David Thodey
Chair CSIRO and Jobs NSW and former CEO of Telstra and IBM ANZ