Service Habits: 2nd Edition: 21 Habits to Transform Your Service Culture

Description

In this fully revised and updated edition, leading customer service expert Jaquie Scammell uncovers the key habits that will leverage your effectiveness as a service leader and strengthen your relationships with the people you serve. This is a must-read practical handbook on human relations in a world that demands service like never before. As a service leader, you know how to deliver on great results. But we ve become so focused on systems and speed that we ve forgotten service still is, and always will be, about building long-lasting relationships with our teams and our customers. In Service Habits, customer service expert Jaquie Scammell uncovers the 21 key habits that will leverage your effectiveness as a service leader and those that limit it. Based on practices that have been used to improve thousands of people s relationships at work and with their customers, these habits will enhance your overall team performance and allow you to achieve incredible results by strengthening your relationships with the people you serve. In the book, you will learn to soften, slow down and be gentle when leading people. As a result, and despite the many distractions of the modern workplace, you will feel more energised, make fewer decisions from a place of fear, become more self-aware, be a better listener and increase trust and value in those you serve both internally and externally.

Jaquie Scammell makes customer service engaging and effortless. As Australia s leading customer service expert, she helps businesses remember that great service is simple, and a service interaction is an opportunity to elevate the ordinary moments in a day. She is the founder of ServiceQ, a company that creates training programs and experiences to help business achieve its potential through conscious leaders, engaged employees and loyal customers. Over 20 years, Jaquie has worked with thousands of frontline employees and their leaders from a variety of industries, including healthcare, mining and resources, finance, retail and energy, as well as stadiums and sports organisations. She is the author of Service Mindset and Service Habits.

If you are a service professional, this could be the most important book you ever read. Jaquie Scammell, Australia's leading expert on customer service, breaks down what world-class service looks like - and, more importantly, the process to achieve it. This book takes you through the 21 habits that will create a service mindset and make world-class service habitual for you, your team and your organisation. 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're in the business of service.) Peter Cook, bestselling author of Implement The quality of being present to others as the foundational service habit is the very definition of leadership. 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. In this book and all her work, Jaquie infuses a quality of consciousness and respect to the art of business. Service Habits is a way to get the spirit of service deeply embedded in your culture. Absorbing the habits should feel as much at home on the frontline as it should in your leadership team. Matt Church, Founder, Thought Leaders One of the most important legacies a leader can leave is a culture that supports its people and clients. This is often the main challenge facing organisations, particularly human service organisations, and one that leaders and boards grapple with constantly. I met Jaquie when I was trying to make sense of organisational culture and customer service and how to build an enduring platform for change that was going to work for both our people and our clients. What was different about Jaquie's approach was her ability to make service culture clear and simple, and translate this for all people in the organisation. Service Habits talks clearly about the value of relationships in service culture and this alone makes it extremely insightful. It is so topical for today's businesses and will help you develop a strategy for service culture for the future. Jennifer Lawrence, CEO, Brightwater Care Group Service Habits has something for everyone. It shows how small, simple steps create habits that build long-lasting relationships that underpin what service is all about. Whether it's using people's names always, understanding your impact on others, building rapid rapport in conversations or making first impressions your superpower, Jaquie explains how these and other habits are the foundations of service. Through practical examples, Jaquie challenges us to reflect on how our values show up in our behaviours toward others and gives helpful steps to embed small changes so they become service habits. If you care about people and service, this is a book you will devour and then want to talk about with colleagues, leaders and friends. Jane McAloon, Strategic and Corporate Advisory/Non Executive Director Easy to connect and relate to, practical with simple anecdotes, Jacquie's book weaves a seamless narrative which identifies that to give great service is a more integrated concept than we might think. Service Habits prompts us not only to think and understand ourselves first and foremost, before we can improve the customer service, but also to be more cognisant and present with our customers and the environment in which we operate. More than a service manuscript, Service Habits is a tonic for improving the interactions we have with everyone we engage with. Mario Volpe - Commercial Manager, ALH Group