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Description
Service Mindset
by Jaquie Scammell Download the first chapter now free! I recommend this book to any leader wanting to build an exciting and dynamic organisation founded on great customer service. DAVID THODEY, AO If youre looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammells approach is simple and more human than simply introducing better processes and procedures and her approach works. Jaquie has
Download the first chapter now -- free!
‘I recommend this book… to any leader wanting to build an exciting and dynamic organisation founded on great customer service.’
DAVID THODEY, AO
If you’re looking to transform the customer service culture in your organisation, to decrease complaints and increase compliments, Jaquie Scammell’s approach is simple and more human than simply introducing better processes and procedures – and her approach works.
Jaquie has studied Australian organisations that provide the best customer service and from this research she has created a system which, if followed, will increase loyalty to your business. You too will be able to create a winning customer service mindset that will be adopted by your frontline service leaders, the people who impact your customer service staff, who impact your customers every day.
In Service Mindset, Jaquie includes interviews with leaders from six of the best Australian businesses, which have a customer service mindset. These organisations may not have as much street cred as Google, Amazon or Facebook, but they lead the way when it comes to building a high-performing service culture where customer loyalty is constantly increasing.
When this book was first published in 2018 under the title Creating a Customer Service Mindset, it touched a nerve for many business leaders and appeared frequently on Australian business-book bestseller lists. Under its new name Service Mindset, it becomes the first book in Jaquie's Service series. The second book, Service Habits, is coming soon.
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4.9 ★★★★★
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Product Reviews
★★★★★ 3
The shelves sag away from the wall overtime
Color: White, Number Of Shelves: 2, Size: 15.7in, Color: White, Number Of Shelves: 2, Size: 15.7in
Although the wood quality and finish of the shelf are clean and well-made, the main issue is that the shelves begin to sag over time while holding around 10 pounds, even though the product listing claims they can support up to 20 pounds. They may perform better on a brick wall, but on drywall you should be cautious.
To fix the problem, I had to purchase floating shelf brackets for support, which solved the sagging issue. However, this defeats the purpose of the “floating” aesthetic. Since the shelf is in my bedroom, I can overlook it, but I personally wouldn’t install these in a common area if I wanted a clean floating look.
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Reviewed in the United States on May 27, 2026
★★★★★ 5
Love this
Color: Rustic Brown, Number Of Shelves: 4, Size: 15.7in
Love these shelves so easy to put up so beautifully made and really enjoy the way they set on my wall very sturdy also!
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Reviewed in the United States on May 21, 2026
★★★★★ 5
Looks nice, easy to install
Color: Rustic Brown, Number Of Shelves: 2, Size: 22in
This shelf is lightweight, looks nice, and was easy to install. It comes with a little level to help you install it properly. There are plenty of mounting holes to choose from, so it is easy to screw it directly into a stud, or to just use holes that are convenient for you. It comes with a plethora of mounting hardware.
I mounted mine a bit high up and chose to mount it upside down so that I wouldn't see the three screws that hold the shelf to the mounting bracket.
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Reviewed in the United States on April 8, 2026
★★★★★ 5
Excellent floating shelves look very high end
Easy to install and bracket is hidden once shelf is installed Very sturdy. Wipe clean surface.
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Reviewed in the United States on April 21, 2026
★★★★★ 5
Great shelves!
Size: 24x5.8, Color: Black, Size: 24x5.8, Color: Black
I love these shelves (I purchased 6 shelves total).
The size I got was perfect, looks phenomenal, & quality is great too! Only negative thing I’d say is that it could be difficult for some people to set up as it needs to be leveled, & can be hard to align with other things since the part that attaches to the wall is separate from the shelf (due to its floating design) but once it’s up, it looks great.
Definitely good value for money with its quality.
I have them to hold up decorations/toys, & you think some of my shelves have about 5lbs of stuff on it & I’ve had no issues, so functionality is good.
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Reviewed in the United States on December 12, 2025