Foreword 1 About the author 3 Acknowledgements 5 Part I: How to Serve 7 1. Service is human 15 2. Conscious leaders drive a service culture 31 Part II: The Six Service Mindsets 49 3. Mindset 1: Empathy 55 Unsung Hero: Volkswagen Group Australia 68 4. Mindset 2: Questions 76 Unsung Hero: Australian Unity 88 5. Mindset 3: Energy 96 Unsung Hero: Melbourne Cricket Ground 109 6. Mindset 4: Heart 116 Unsung Hero: Hudsons Coffee 128 7. Mindset 5: Purpose 136 Unsung Hero: Bendigo Bank 149 8. Mindset 6: Practice 158 Unsung Hero: Healthscope 171 Final thoughts 179 Work with me 182 Resources 183
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 introducing better processes and procedures – and it works. Jaquie has studied Australian organisations that provide the best customer service and created a system that, 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. Creating a customer service mindset looks at the future of work, the importance of customer service and the effect of conscious leadership on the success of your organisation. It reveals how you can instil a customer service mindset throughout your organisation by teaching employees how to adopt a continuum of behaviours. The catch is that you, as a leader, have to adopt these behaviours, which will impact your employees’ performance, which in turn impacts your customer interactions and loyalty, and then enhances your whole organisation. Jaquie includes interviews with leaders from six of the best Australian businesses, who 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.
