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people
Articles tagged with people
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CompleteMarkets Editor, IIABA Virtual University Faculty IIABA Virtual University Faculty
4/30/2013 10:36:58 PM
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CSR JOB TITLES by the IIABA Virtual Faculty For eons (it seems), the persons who directly serviced clients in the agency have been referred to as Customer Service Representatives (...
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CSR SELF-ANALYSIS AND CAREER GROWTH by Mary Beth Bolen How CSRs can help themselves and their agencies grow. In the past, most people spent their entire work lives in one or...
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CULTIVATING THE AGENCY TEAM by Carol Hammes Use these ingredients to build and maintain an effective operation. Whether your agency's business plan includes growth from internal pr...
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CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...
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CUSTOMER SERVICE TESTS by Bill Wilson Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction lead...
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CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...
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CUSTOMER SERVICE: REALITY CHECK by Mike Manes Mike Manes presents a series of episodes that he observed in a single week while visiting his mother-in-law during a rece...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...
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CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...
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CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...