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...

RETIREMENT PLANNING CONGRATULATIONS! Dear (Customer Name): You have recently retired after many years of hard work at ( ). Now you're making plans for a new beginning. You've been a valued...

RIZZO'S RESTAURANT BELIEVES IN A SECOND CHANCE WORKING PARTNERS Philip Beal believes that everyone, even people who are having problems with drug or alcohol abuse, deserves a chance to become a...

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

SALVAGING CLIENTS/PROSPECTS IN A STAGNANT ECONOMY by John R. Graham It's taken a couple of years to figure out just what's happening in the economy, but the picture now ...

DRUG AND ALCOHOL POLICY Drug and alcohol abuse contributes to billions of dollars of lost productivity and thousands of work place injuries every year. This company takes drug and alcohol abuse as a ...

SAMPLE LIST OF DESIRED BEHAVIOR How to Be An Excellent Employee 1. Understand that all relationships require trust, direction, communication and commitment to be successful. 2. K...

If you are a non-exempt employee, you may be qualified for overtime. All overtime must be approved of in writing by your supervisor. Please request an overtime authorization form.

VACATION POLICY Vacation is paid by [Company Name] to regular full-time employees as follows: First year of employment: [one] week Second through third year of employment: [two] week...