Jaquie Scammell

In this age of digital transformation and technology, many argue we are more connected than ever before. AI, automation, and the rise of robots continues to improve speed, efficiencies, and productivity beyond our wildest imaginations. But at what cost?

Our desire for speed and convenience is compromising our customers greatest and basic needs as humans; care, kindness, and on-on-one attention.

Some people believe the best service professionals are born not made, and that you cannot teach people to care. Jaquie challenges this as an unhelpful belief, particularly when customer care talent is increasingly scarce. The first step in developing better service professionals is to begin with mindset.

In this session Jaquie tackles the concept of mindset how it can be the foundation to success or the get in the way of service success. Your service leaders will leave with an elevated mindset, and feel compelled to level up their thinking about service as a job role and way to leverage work life happiness.

The Service Mindset Presentation will:
• Reset beliefs and attitudes towards service
• Break down walls between employee and customer ‘us’ v ‘them’ mentality
• Motivate cross departmental teams for greater cohesion

Inspired by Jaquie’s most recent book; The Future of Service is 5D; Why Humans serve best in the digital era.

Whether you’re leading a team, business, or community, and whatever the area –government, education, medicine, food production, technology, media, entertainment – you’ll have noticed that the phrase ‘customer service’ doesn’t evoke the enthusiasm it once did.

Service industries are madly rushing to digitalise for efficiency, compromising what once set them apart – the act of service by a human. It’s a crucial juncture in time, and digital technology isn’t just an accessory but an integral part of our lives, altering how we communicate, work and even think.

As we move swiftly into an era defined by artificial intelligence, robotics and automation, it’s easy to succumb to the narrative that machines will replace humans in almost every field, including service. And it’s even easier to miss the nuances that make human service irreplaceable. For any leader in service, the new dilemma is how to reclaim the human in ‘human service’.

As humanity evolves towards enlightenment and technology transforms at light speed, it is critical to upgrade service capabilities and change the mix of soft skills in service roles, so we stay focussed on human centred and society serving outcomes.

This session challenges leaders to be the best version of themselves behind closed doors first, before performing at work in front of others. Reminding us how when the external environment is volatile, it’s important to build internal stability, strength, and equanimity.
The Presentation will show leaders:
• There is a hierarchy in taking care of people at work, which influence how they serve people
• How customers behaviours are evolving and what to prepare for in the future
• Why the ability to self-regulate and manage emotions is the new superpower in service
• Recognise internal service (EX) as equally important as external service (CX) for long – term service success
• The five dimensions (5D) needed in a service culture to shift staff from frustration to fulfilment and get sustainable results

Inspired by Jaquie’s multi award winning book; Service Habits - 21 Habits to transform your service culture.

If you are in the business of service, you are in the business of relationships. Good service is in danger of disappearing altogether behind a barrier of organisational protocols and efficiencies rather than strong, sustainable relationships and results. The best Service cultures focus on small, practical ways of approaching human relations in a world that demands service like never before.

A session with Jaquie will show a simple framework to transform a service culture, starting from the inside out. Having committed to transforming service cultures for decades, Jaquie has the skills and stories to show you how small, daily Service Habits may be good for business success and profitability, but they are perhaps more powerfully good for culture; something that goes way beyond annual performance metrics.

Your service leaders and professionals will be able to take back ways of inspiring their teams for even the most ordinary of tasks in a day and their own approach to service will be transformed not only at work but in life.

The Presentation will show leaders how to:
• Deepen their level of self-awareness
• Appreciate the effects of mindfulness and practices of presence, to be their best and bring out the best in others
• Rewire new habits and ordinary behaviours to create a positive ripple effect throughout teams, culture and humanity