RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....

RESPONSIBILITIES AND REWARDS OF AGENCY OWNERSHIP by Carol Hammes Not everyone is cut out to be an agency owner. Some of the best producers and service reps either do not want to tak...

In most agencies today, the total commission of a Personal Lines account will equal or exceed the commission of a Non-exception Commercial account. In this document, Jack Fries asks why you’d pay a CSR more money to handle a lower commission account.

RETENTION AND RENEWALS: TWO NEW STEPS FOR PRODUCERS AND CSRs by Preston Diamond The higher your agencys referral and renewal rate, the stronger your bottom line. In this docume...

RETHINKING APPROACHES TO CUSTOMER SERVICE by Jack Fries You can distinguish your customer service from other 'ME TOO' agencies by dividing the paper processing and service functions. Whet...

REVIEW AND RENEW: CLIENT SERVICE AS A RETENTION TOOL Today's busy consumer prefers one-stop shopping to running around town in search of...

REVIEWING THE ENTIRE SALES MANAGEMENT PROCESS by Tom Markley Successful sales management depends on how you answer eight questions. Selling is the act of negotiating between a co...

SALES & MARKETING: MODULE IV INTRODUCTION The material in this module gives you suggested step-by-step approaches to selling Life insurance, explaining in depth e...

The following section is a varied and important one to a profitable independent agency. In it, you will learn the basis of the Sales Center concept and how Sales Centers have brought increased profitability, retention, and total-account sales into many agencies.

Many agencies establish a Sales Center with their existing personnel, or hire an additional administrative or customer service person to take over additional duties. Others find that the increased efficiency of a Sales Center allows them to expand their marketing efforts, and they hire an in-house or outside telemarketing staff to keep leads coming in to producers.

TELEMARKETER'S SKILLS

You might look toward four basic types of people when you're searching for prospective telemarketers:

Your own administrative or service employees
Professional salespeople
Experienced telemarketers
New employees who express an interest in telemarketing, but have little or no sales background