Podcast: Play in new window | Download (Duration: 1:02:14 — 114.2MB) | Embed
Subscribe: Spotify | Android | Email | TuneIn | RSS | More
The Future of Service
On this episode of the Inspiring Great Leaders Podcast, Craig Johns speaks with Jaquie Scammell about The Future of Service is 5D, building trust and rapport, and how digitalization affects customer relationships.
We also dive deeper into some of the differences of human interaction and machine interaction, and how we can better ourselves to become effective service providers.
Jaquie Scammell – The Future of Service
Jaquie Scammell is a prominent customer service expert, Founder of ServiceQ, and the award-winning author of Service Habits 2nd ed, and The Future of Service is 5D.
Her studies have focused on Business Administration and Management, venue and event management, and entrepreneurial studies. Her career also includes manager and leadership roles at Tennis Australia, Spotless, McDonald and Delaware North Companies where she worked at Wembley National Stadium, Emirates Stadium and the Australian Open.
Jaquie Scammell talks about:
- How working with McDonald’s at a very early age trained her in studying human behavior
- Automation and how it affected productivity and human resources in her workplace growing up
- Her dad being a great influence on her leadership style
- Building relationship with your customers
- The Future Of Service is 5D
- Key attributes to consider whenever we interact with people
- Human to human interaction vs. machine to human interaction
- Using the human body as a tool for effective communication
- Can we train attitude?
- Getting people out of their heads in order to deal with attitude
- Becoming a better speaker
- Building a customer service strategy with the advancement of technology
- Building trust and rapport with actual human interaction
- Human dimensions in the aspect of customer service and interaction
- Offering a service vs. being willing to serve
- The future of digital customer service
Tweets
“Great leaders in service understand that people are multi-dimensional. We have a body. We have a mind. We have a heart. We are social tribal beings.” Human dimensions with Jaquie Scammell on the Inspiring Great Leaders Podcast.
“Once I saw what leadership did and the impact it had and I was given some responsibility, I just wanted to eat that up and grab on to it and be great.” Jaquie Scammell talks about her dad’s influence on her leadership style on the Inspiring Great Leaders Podcast.
“The best people in roles of service or service leadership are those that are fully present with you.” Jaquie Scammell talks about solid quality connection on the Inspiring Great Leaders Podcast.
Resources Mentioned in this show:
Jaquie Scammell www.jaquiescammell.com
Jaquie Scammell LinkedIn
Jaquie Scammell Instagram
Jaquie Scammell Facebook
Craig Johns www.craigjohns.com.au
Craig Johns craig@nrg2perform.com
Craig Johns LinkedIn
Craig Johns Facebook
Inspiring Great Leaders Podcast
NRG2Perform www.nrg2perform.com
Book
