If you're looking at this book, it's likely that you sense the seismic shifts happening in our society. Service industries are madly rushing to digitalise for efficiency, compromising what once set them apart: the act of service by a human.
The Future of Service is 5D: Why humans serve best in the digital era, is a book that aspires to redefine our understanding of what service means in an increasingly digital and interconnected world. An eminent voice for service leadership and customer service mastery, Jaquie Scammell has tackled the hard question; how to reclaim the human in ‘human service’. 5D service is a new paradigm that brings the quintessential human qualities of service back into the limelight. This book will equip you with a new framework for understanding and implementing service – a 5D approach that leverages the strengths of both humans and technology. You’ll learn what each of these dimensions entail, how to harmonise them, and how to lead a revolution in your own sphere of influence. The actionable tools within the book make it a valuable resource for every aspiring and current service leader.
'Jaquie Scammell's The Future of Service is 5D powerfully presents an innovative and transformative approach that integrates physical, cognitive, emotional, social, and spiritual components into an optimal, human-centered service model. This book is essential for anyone looking to blend technology and human service harmoniously. What are you waiting for? Buy this book NOW - your customers will thank you.' - Joseph Michelli, Ph.D. Professor of Service Excellence and New York Times #7 bestselling author of The Starbucks Experience, The Zappos Experience, Driven to Delight, and Prescription for Excellence
'A mindful pause for any leader navigating the service industry. I loved it; humanistic, realistic, practical, actionable.' - Lorie Argus, Chief Executive Officer, Melbourne Airport
'Through compelling narratives and practical insights, Jaquie champions the indispensable value of human connection in service, making this book a must-read for leaders, service professionals, and anyone interested in the future of customer relations.' - Peter Cook, Author, entrepreneur, Ishaya monk
Jaquie Scammell is Australia’s leading expert in Customer Service, a sought out speaker, author, Founder and CEO of ServiceQ, helping organsiations reimagine the future of service through mindsets and behaviours. Her work is based not just on theory but rather 35 years of customer service experience translated to practical tools for individuals to take and apply. She is the author of Service Mindset, Service Habits, multi-award winning Service Habits 2nd Edition and a regular blogger and media contributor.
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