Service Mindset
by Jaquie Scammell

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‘I recommend this book… to any leader wanting to build an exciting and dynamic organisation founded on great customer service.’

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.

When this book was first published in 2018 under the title Creating a Customer Service Mindset, it touched a nerve for many business leaders and appeared frequently on Australian business-book bestseller lists. Under its new name Service Mindset, it becomes the first book in Jaquie's Service series. The second book, Service Habits, is coming soon.