Books

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.

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.

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.