DAVIS-MAYO DOWNLOADS
For Customer Service Managers
"Customer Culture Assessment" What is an organization’s “culture?” It is simply a critical mass of the attitudes and behaviors of its people and groups. The fifteen statements in this document each reflect an important “cultural” reality impacting customer satisfaction and loyalty. How is your customer culture? download assessment
"Being a Customer Service Representative Is Not in Everyone's DNA"
Some people simply are not in the personal and professional mental space to serve customers as expected by most service-conscious organizations. When they aren't "right for the job" our experience has been that professional training will not sufficiently budge them... read more
"Nurturing a Culture of Service"
How do you nurture a "culture of service" in which employees want to contribute to customer satisfaction and loyalty? We believe you begin with... read more
"First Call Resolution Readiness"
In our opinion, one of the top two customer expectations is this: somebody to handle my issues quickly —during our first conversation, if possible. (The other is not having to wait too long to get that person.) How do we help service personnel increase their first call resolution metrics? Here is our checklist of six elements... read more
"Behavior-Based Interviewing" If your goal is to select and retain the right employees--high performing professionals with good attitudes--it is critical to obtain accurate information about a person’s potential match to your organization. Behavior-based interviewing is an effective way to achieve this objective...
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"7 Customer Service Equations"
No matter how strong your brand, customers don’t do business with it. Here are seven equations to do business by... read more
For Front Line Service Providers
"5 Strengths of Service Providers"
How does a customer service professional summon genuine, confident and consistent delivery of excellent customer service time after time, call after call, email after email? Our experience in the field with very different types of companies and organizations leads us to believe that consistent customer service excellence grows out of... read more
"Dealing With Difficult Customers"
Angry customers. Customers who are out of control. There will be times when a customer service provider will be the target, but not actually the problem. It's part of the job. Here's how to remain professional... read more
"Problem-Solving"
We believe excellent service providers know how to be balanced, caring problem-solvers who bring options to their customers' dilemmas and needs. We offer these powerful basics... read more
"Telephone Etiquette"
Phone etiquette is part of your professional brand. Here are a few telephone basics... read more
"Email: When to Use It; When Not"
Email, the most frequently used communication tool for many of us, can become one of the biggest barriers to customer service (with internal and external customers) when used carelessly. Here are some reminders... read more