Jaquie Scammell

Travels from: Victoria

Australia’s leading customer service expert

Categories: Customer Service, Leadership

Full Presenter Profile & Bio

With a vision to change the way businesses think and behave when it comes to service, Jaquie Scammell and her team, work with leaders and organisations in nearly every industry to help transform their team's mindset, habits, and ultimately their service culture. 

A renowned people expert for internal and external relations helping organisations and individuals energise their employee experiences to inspire their customer’s experiences.

Jaquie is a published author of Service Mindset, which made the top 50 Business Books for 2018, and Service Habits, published in 2020. 

For over 20 years Jaquie has worked with tens of thousands of staff in environments such as stadiums, retail, banks, major events and airports.  

Her corporate background commenced in the McDonalds Restaurants system, learning the foundations of business and service. Her most prominent roles since Store Manager of McDonalds have been; Head of hospitality at Wembley National Stadium and Emirates Stadium in the UK, Director Customer Relations; Tennis Australia and General Manager at Melbourne and Olympic Parks; responsible for the delivery of hospitality to one of the largest sporting events in the world in The Australian Open Grand Slam. 

As a trained yoga, meditation teacher, Jaquie has an approach with leaders that is easy, human and relatable. Her unique teachings reveal a deep appreciation for the human side of the business, and through practical experiences, have built a philosophy that concentrates on the leaders of the organisations first, equipping them to spread the spirit of a service mindset throughout their team's culture.

Speaker Topics

Love Being In Service
Love Being In Service is a keynote that talks to the heart about what it means to lead a service environment in todays world. In an age of digital transformation and technology, many argue we are more connected than ever before. In business, especially artificial intelligence, automation and the rise of robots has improved speed, efficiencies and processes beyond our wildest imaginations. But at what cost? Our desire for speed and convenience is compromising our customers greatest and basic need as humans: care, kindness and one on one attention. This keynote offers up techniques that remind us that service, at its core, is simple. We make it overly complex. We create systems and processes, whilst designed to help us, stop us from delivering the service our internal and external customers deserve. Jaquie herself shares deeply personal stories to remind us that the act of service is not something you do when you come to work and put your uniform on, but rather it is a whole way of life.


Thanks Jaquie Scammell for the talk today at CSIRO. You helped remind the 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.


What simple and clear messaging at the seminar this morning. Jaquie Scammell thanks for your insights and I agree – service is all about great leadership!


Jaquie Scammell - Customer Service

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