Reviewed by Rama Gaind.
By Jacquie Scammell, Major Street Publishing, $29.95.
The second book in Jacquie’s Service series (after Service Mindset) is a practical handbook on human relations in a world that demands service excellence like never before.
Australia’s leading expert on customer service and pre-eminent voice in the business of service, breaks down what world-class service looks like, More importantly – it’s all about taking small steps to strengthen the relationships with the people you serve.
Jacquie says one of the simplest ways to serve people is to first acknowledge them. Another valuable fact is: “Who you serve is irrelevant; it’s how you serve that separates the ordinary from the extraordinary”.
Professionals in the industry appear to face an uphill battle with the never-ending effort to keep people happy. Scammell declares: “We all want more connection, meaning and ease in our day-to-day lives. We want less effort and drama and fewer obstacles – not to mention less work! Customers want businesses to serve them with urgency, genuine care and basic common sense, and to provide solutions that help them achieve what they’re look for”.
Where good service was once about competitive pricing and quality products, it’s now about creating a connection that cuts through all the noise and nice-to-haves. We’ve evolved from transactional needs to relational needs, from providing commodities to finding commonalities with others.
As you’re in the business of relationships, the book uncovers the habits at work that limit your effectiveness as a service leader and those that leverage it. You’re asked to soften, slow down and be gentle when leading people, and that will make you feel more energised.
Realistic, comprehensible, winning and insightful, Service Habits makes for meaningful reading.
