5th May 2026
Service Capabilities & Culture
Building habits that shape human experience.
Most service programs start with good intent… but fade under pressure.
Training is delivered, behaviours spike briefly, and then the system pulls people back into old habit; scripts over judgment, speed over presence, process over people. Leaders are left wondering why nothing really shifts. Because service isn’t sustained through one-off training or surface behaviours. It’s shaped by what is reinforced daily and how people think, decide, and show up when it matters.
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Embedding Service Habits
A scalable service training solution that sticks
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The program
This advanced program shows organisational dedication to fundamental service excellence from the inside out and is perfect for a ‘whole of business’ approach.
True to its name, it embeds service within the DNA of your workforce and is cleverly designed to ensure all learners comprehend the habits in application and eventually role model and share the habits amongst peers, creating a ripple effect throughout the business. The result is consistent quality service at scale supported by a service culture that is endorsed from the top.
Outcomes
- Increased awareness of their own mindset and how they serve others (internal and external customers)
- Mindsets shift towards; ‘everybody serves someone’ and away from ‘service is not my job’
- Greater understanding of how they (their role) impacts others
- More empathy towards fellow employees and customers
- Coaching resources to be used in team meetings – Key phrases and techniques for client meetings, sales conversations, and performance conversations
- Skills for situational day-to-day problem solving and people interactions
- Key phrases and techniques for service recovery and service failures
- Consistency in relational approach at work as a leader
Ideal for
- Whole of business approach for medium to large sized businesses
- Frontline leaders of service teams
- Senior leaders and executive teams
- Sales leaders and function area leaders, anyone who sees the benefit in the human touchpoints of service and aspires to strengthen the relationships with those they serve
Service Habits Online Resource Centre
This entry-level course allows participants to undertake self-paced learning online 24/7.
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The program
The videos and workbook materials are foundational service tools and are an excellent way to “dip your toe in” to an investment in a service-focused program.
This is a fun, light and accessible way to build service focus in your teams. Ideal for lunch and learns, planned service toolbox meetings, team briefings and huddles before an important busy periods.
Inclusions
For teams, we provide access to:
- 22 core Service Habits TM videos
- Worksheets
- Service Habits audio book
Webinars and new tools released each quarter tailored to front-line teams.
Ideal for
The Service Habits Online Library is an effective resource for the whole organisation. It is especially useful for busy front-line teams who wish to access materials and learning at their own pace.
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5D Service Leadership Pathway
From Frustration to Fulfilment: The Future Framework for Sustainable Service Leadership Results.
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The program
This 12–month program builds capability in leaders of today, who are responsible for creating the conditions of service in the future.
The promise of this program will change the way your leaders think and act, which will change the way teams work, resulting in transforming the way they serve customers.
Outcomes
- A diagnostic to determine the business performance, looking at current state and articulating desired state at the end of the program.
- A pre – engagement workshop with the group of leaders to kick of the journey
- An individual self-assessment to determine unique learning goals for each leader
- A one-on-one coaching session at the start to set their learning goals for the program
- 10 group sessions (90 mins online and Face to face) focussing on areas of expertise (5D Service Leadership)
- End of year Off site retreat (self-evaluation and close circle ritual)
Ideal for
A journey designed for up to 20 leaders, invited by the business to apply, alongside a recommended criteria. The invitation is in recognition of their performance and growth in a leadership role, as well as an investment and reward for their efforts and loyalty to the business.
5D Service Leadership Offsite / Retreat
The 5D Service Leadership Offsite/ Retreat is an ideal event to mark the start of the year, end of FY or end of the calendar year.
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The program
We recommend doing this event on country, amongst nature away from boardrooms and classrooms.
Offsite retreats are always designed and run by our founder and CEO Jaquie Scammell.
With a long history of running retreats, Jaquie has a tool kit of experiences that literally heal, inspire and connect people at a much deeper level, including holistic and educational elements that make it a well-rounded experience.
Whether you have customised goals for your offsite or simply want to gift your leaders an intentional pause in their busy schedule, we have you covered.
Inclusions
- A perfect reset, line in the sand, immersive experience for connection, creation and calibration of team goals
- A digital detox, self-care intertwined with self-leadership and service leadership principles.
- Custom designed for your teams personal and professional needs.
- Led by ServiceQ Founder and CEO Jaquie Scammell.
The 5D Service Leadership Offsite/ Retreat can be done in any state or country subject to notice period provided.
Ideal for
Leaders and aspiring leaders in the organisation who want to unite their teams behind a shared vision.
Workshops
Customised Service Diagnostics
We bring the content you bring the context, co-designed service programs for lasting results
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The program
We immerse deeply in your world and learn your unique market or industry, your customers’ specific needs and the brand promise that you deliver across all human touch points.
A strong set of company Values and Service Behaviours explicitly articulated in a business is the strongest foundation you can create prior to embarking on any service culture initiatives. Without a clear framework for employees to live by, you are leaving the consistency of service and quality of service to chance.
If you want to deep-dive into the current state of service and desired future state for your organisation and better understand what a bespoke solution could look like, this is the path for you.
We start with a service behaviours diagnostic in order to determine the most appropriate content and touchpoints for your organisation.
Inclusions
The diagnostic has three parts with pre-work questionnaire, a 2-hour workshop with key stakeholders and an action report for you to take to your Executive team.
1. ServiceQ provides some questions in advance to attendees on your side for preparation
2. ServiceQ leads a Diagnostic workshop (2 hours) and consists of the following agenda:
- Your business and needs
- Situational needs analysis
- Objectives and preferred measurements
- Other context/business cycles/key dates and ownership of a program
- Our business and solutions
- Proposed solution for your business
- Indicative timelines and key milestones
- Key points of success / failure
3. ServiceQ delivers a succinct summary of a plan with options for engaging in a program creation and roll out which you can then present to your Executive team.
Ideal for
Learn how to handle tough conversations, stay calm under pressure, and lead with confidence all in under an hour.
ServiceQ Academy is a self-paced platform that teaches 21 practical Service Habits to help you:
- Learn practical Service Habits you can apply immediately.
- Strengthen your calm, confidence, and clarity under pressure.
- Build better conversations and connections with customers.
- Protect your energy while delivering great service.
