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Customer Relations Expert & Author

The less we see employees and customers as separate, the more our service will inspire.

The minute Jaquie steps onto a stage, you know you are in the presence of someone who is incredibly authentic and deeply passionate about service towards others.

You cannot help being struck by her infectious energy. You find yourself leaning in as she reveals unique teachings with a deep appreciation for the human side of the business.

Not just theory, but rather 30 years of customer service experience translated into practical tools for the audience to take away.
Jaquie places her focus when crafting a message for your audience; she makes it relevant, and easy to listen to and follow.

Her keynote experiences have afforded audiences to sing, cry, connect, meditate, belly laugh and furiously take notes to ensure they capture the essence of her message. She captivates her audience, helps people get out of their heads and into their hearts, and engages them to the last second.

Current Work

Jaquie is mostly known as Australia’s leading customer service expert, helping create a service mindset for those seeking growth in their organisations and themselves.

She works with an extremely diverse customer group that represents several industries and sectors. This leads to a variety of stories and case studies to help the audience relate. She is the real deal when it comes to practising what it means to live a life in service to others.

Previous Experience

In 2013, she launched her own business, ServiceQ, as a Thought Leader in Customer Service. This followed a diverse career with over 25 years of leadership experience in public, private and not-for-profit sectors starting with the McDonald’s franchise system and expanding to major sports and entertainment venues such as Wembley National Stadium (UK), Emirates Stadium (UK) and the Australian Open Grand Slam.

A published author of Service Mindset and multi-award winning Service Habits, regular blogger, media contributor, and qualified yoga and meditation teacher, your audience will easily connect with and relate to Jaquie.

Talking Points

Service Mindset

Inspired by Jaquie’s book; Service Mindset In this age of digital transformation and technology, many argue we are more connected than ever before.

AI, automation, and the rise of robots continue to improve speed, efficiency, and productivity beyond our wildest imaginations. But at what cost?

Our desire for speed and convenience is compromising our customer's greatest and basic needs as humans; care, kindness, and one-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 a mindset.

In this session, Jaquie tackles the concept of mindset and how it can be the foundation to success or 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 a 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' vs 'them' mentality
- Motivate cross-departmental teams for greater cohesion

Extraordinary Presence= Extraordinary Service

A deep dive into practising presence is not only good for a leader’s wellbeing, it’s powerfully good for your culture, community and humanity.Jaquie has long been driven to understand the most important qualities of being present to others. She believes that the foundational service habit of maintaining presence is the very definition of leadership.During times of heightened levels of fear, anxiety and uncertainty, people are feeling more fragile and vulnerable than ever before. Now is the time for leaders to serve themselves and develop practices that support their best professional selves. Organisations that thrive have leaders and teams practising being present and encourage people to bring their whole selves to each and every moment.Jaquie unpacks the process by which present-minded leaders thrive when interacting with others, which ultimately impacts the effectiveness of their communication styles, the way they create connections with people, and their level of calm and care displayed throughout a day.Having studied meditation with monks, worked alongside world leading spiritual mentors and teachers, and dedicated time to her own daily practice in mastering presence, Jaquie has the skills and strategies to unlock your limiting beliefs, teach you to be OK with what is out of your control, and help you learn simple tools to self-regulate and maintain an energy of calm among chaos.During these extraordinary times, we need extraordinary service from leaders and the key is for them to have extraordinary presence.

Serve Yourself Workshop

When we are in alignment with our bodies and minds, and our emotions and spirit, we start to feel better; we feel more harmony in our day and we are better to be around (at least that’s what others would say). When leaders serve themselves by committing to practices and routines that make them better than yesterday, they are doing good not only for themselves but for their teams, the business and community. Tap into the four intelligences (Physical Intelligence, Emotional Intelligence, Social Intelligence and Spiritual Intelligence) by accelerating cohesion in life that feels effortless. Learn how mindset, beliefs, personal rituals and the habits of great ones are what you need to integrate for you to grow and realise your full potential as a leader.Give your leaders an insight into how it feels to be fully in the drivers seat of their lives and impacting others as they intended.

Meditation for Elite Performance Workshop

We are all at risk of bypassing perhaps the most important thing that the world needs right now - being present for a peaceful mind and community with other humans. The busy professional often says the reason they don’t meditate is there is ‘not enough time’. Ironically, meditation is anything but a waste of time; in fact, it buys you time. Meditation helps you be more effective as you release your addiction to a scattered mind. As you observe the energy of the current day in our society, you may be feeling the need to support your team like never before.

Through some form of mental training you can help them gain:

- Better self-control
- Improved concentration
- Mental clarity
- Enhanced emotional intelligence and empathyJaquie uses a combination of guided meditation, breathwork and awareness activities.

This workshop will shift people into a calmer, focused and sometimes energised state. It is perfect for straight after lunch or at the end of the day. (Suitable for beginners and advanced practitioners and anywhere in between.)

Reset Your Service Culture Workshop

How to make Purpose and Values real and meaningful at work.Values are what shape who we are and how we handle situations. They affect how we act and how we make decisions. In a service environment, Purpose and Values can be the obvious missing link to creating a more consistent service culture. Learn how to make your Purpose and Values MORE REAL for your employees, suppliers and customers ... take them down off the wall and really use them.

Conscious Service Leaders Workshop

Dive into three foundational pillars that make up a conscious leader (Strengths, Values, Mindfulness). Warning: this is only for those who dare to be honest and brave, and who are ready to step up and get out of their heads.We must be leaders of people, not results. Everything you need to be the best leader for yourself, your team and your organisation is already within you. You just need to get out of your own way. Really. You need to get out of your own head, stop reading the rule book and remember the one thing you are here to do is to serve. This is a self-assessment of your leadership on steroids.

Skills of the Heart Workshop

Develop devoted employees and lifetime customers.Softs skills such as Emotional and Social Intelligence are now in the top three key work skills and capabilities needed. For leaders, this means the business world is looking for leaders who have the ability to connect with people in a deeper, more meaningful way (staff or customers) enabling them to get things done and solve complex problems, despite the abstraction of technology. A critical skill for the future.

Embedding New Service Habits

Tactics for rewiring new habits in busy service environments and making them stick. It takes 66 days to rewire a new habit. Whether you want to create an implementation plan for your teams or you are wanting to rewire some of your own habits that are limiting your growth and development as a conscious leader, you need to learn how to commit to what you want your new normal to be. With perseverance comes growth, both in skill and confidence.

The Future of Service

In 2020 a series of unprecedented, life-altering changes in the rules of human engagement left people anxious, and confused and as a result, society changed forever.

Customer service was one of the casualties which appeared, in parts, to of died completely.

During a time of heightened sensitivity customers’ expectations increased and their levels of tolerance decreased. Businesses trying to deliver on a promise with limited talent in service roles and those that showed up to work were asked to do more with less; the perfect customer service care storm had been created.

Service roles are traditionally regarded as caregivers and servers, but the future of service will require skills and abilities from people in service roles, that can not only handle their own emotions but the emotions of others.

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 focused 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 that when the external environment is volatile, it’s important to build internal stability, strength, and equanimity.

When we increase our emotional intelligence and understand and manage our emotions, we can show up for others.

The presentation will show leaders how to:
- Navigate context and that having the soft skills is irrelevant if you are unable to access them at a particular time or place
- Self-regulate and manage emotions during times of stress and uncertainty
- Recognise internal service (EX) as equally important as external service (CX)
- Create a culture designed to make people feel good, and see the future of service is being created in every employee conversation.

Transforming Service Cultures One Habit at a Time

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, cultures and humanity.
Thanks Jaquie Scammell for the talk today at CSIRO Business Development Connect. You helped remind the high IQ staff about the importance of ‘trust’ being the centre of doing business, whether you’re selling Science....or Burgers! EQ and ‘Good Business’ is about building on the human connection. CSIRO

Your keynote was incredible, and really resonated with the audience. You inspired lots of people

Ashton Media

Jaquie lives at the intersection of strategy, people and customers, transforming engagement, cultures and bottom line results for everyone she works with. And Jaquie herself is completely congruent with her message - she loves life and business, and her energy is infectious. She’s one of my favourite people, and your world will be much better for having her in it.

Thought Leaders
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