The Future of Service is 5D: Why Humans Serve Best in the Digital Era will equip you with a new framework for understanding and implementing service – a 5D approach that leverages the strengths of both humans and technology. Photo: Supplied.
Here’s a scenario worth pondering: we have never been more connected, yet human service feels more distant than ever.
In The Future of Service is 5D: Why Humans Serve Best in the Digital Era, award-winning customer service expert Jaquie Scammell explicates a best-practice guide to what good service means in an increasingly digital and interconnected world.
She elaborates by comparing scenarios of when you are on hold for assistance and when you are finally connected, you realise you’re speaking to a “perfectly balanced and precise AI-generated voice reciting the menu options in a monotone, mechanical voice, devoid of empathy”. No wonder you feel irritated, shouting at an automated system.
Then there is this other situation. You are greeted by a human employee at a physical queue, but she appears to be sidetracked, not engaging directly with you and her communication is mechanical in its predictability. Whether you are being served on the telephone or in person, feeling ignored and isolated is not uncommon. A worthy question is when did human service become almost indistinguishable from being served by a machine?
“Imagine a world where you engage with service professions who aren’t just doing their job but serving with intention and awareness,” Jaquie says. “Envision a digital platform where convenience doesn’t come at the cost of human connection but enhances it. This isn’t a utopian dream; it’s a vision we can manifest together.
“We can make it a reality by integrating five dimensions – physical, cognitive, emotional, social and spiritual – into a human-service approach. This is 5D service.”
It’s likely you, too, sense the seismic shifts happening in our society. The phrase ‘customer service’ doesn’t evoke the enthusiasm it once did. It’s time to transform your frustrations into a vision for a more humane, more fulfilling future. Are you prepared to participate in a revolution that places the human spirit back at the heart of service?
The journey from frustration to fulfilment starts with The Future of Service is 5D: Why Humans Serve Best in the Digital Era. It aspires to redefine our understanding of what service means in an increasingly electronic and globalised society.
For any leader in service, the new dilemma is how to reclaim the human in ‘human service’.
An eminent voice for service leadership and customer service mastery, Jaquie has tackled the hard question of what the service needs to look like in the digital age. She argues that 5D service is a new paradigm that brings the quintessential human qualities of service back into the limelight. By integrating the five dimensions into a human service approach, it equips you with a new service framework that leverages the strengths of both humans and technology to thrive in the digital era. 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.
“As we move swiftly into an era of artificial intelligence, robotics and automation, it’s easy to succumb to the narrative that machines will replace humans in almost every field, including service. And it’s even easier to miss the nuances that make human service irreplaceable.”
Whether you are an aspiring or current service leader looking to reclaim the human aspect of service, then this book – packed with actionable examples and tools is waiting for you.
Jaquie’s enlightened approach uses five core dimensions and this enables the concepts to be treated as focus areas or part of a wholistic service leadership pathway. The actionable tools within the book make it a valuable resource for every aspiring and current service leader.
What is important to know is that service is multidimensional because we humans are multidimensional. This book will equip you with a new infrastructure for comprehending and executing service.
A thought-leader in the field of service, Jaquie is passionate about growing the 5D service movement and making it transcend all barriers and be meaningful to all.
The passion of this relational skills expert is to develop service leaders and ignite transformative customer service behaviours that stick because we are in a new era of taking care of people.
First, though, we need to understand how to take care of ourselves and our teams, so that we can better serve others.
The Future of Service is 5D: Why Humans Serve Best in the Digital Era, by Jaquie Scammell, Publish Central, $29.99
