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MAILING LIST MANAGEMENT by Monica Woldring The uses of mailing lists are many and varied. Some of the most common uses in the insurance industry include sending letters to clients, newsle...
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MAKE MEETINGS WORK This seven-part recommended agenda should be followed at each meeting. Adaptation will be necessary by department, but the general content and structure should be similar for...
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MAKE MEETINGS WORK This seven-part recommended agenda should be followed at each meeting. Adaptation will be necessary by department, but the general content and structure should be similar for all d...
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Public relations is all about credibility, without which you have little chance of getting your message across. In this document, Michael Maynard asks you to ask yourself, 'Would I buy it?'
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MAKING A SALE VS. HAVING A CUSTOMER excerpted from an article by Stephen Anderson While you as a CSR might not be directly responsible for selling new business, you are often asked to hel...
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Customer service begins with thinking like customers.
A good place to start is with language. Thought and language mirror each other, and when the right words are used, the organization begins to behave as if they were true. Use the wrong words and the opposite happens.
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MANAGE-ABILITY: MANAGE YOUR ACTIVITIES AND MAXIMIZE YOUR TIME EFFECTIVENESS by Mitchell Axelrod 'People who would never think of committing suicide think nothing of dribbling life awa...
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A few months ago, a client came to us with a last-minute project that required the services of...
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MANAGEMENT INFORMATION SYSTEMS by E. Al Diamond How do you know if your agency is doing well? Some agents subscribe to the 'checkbook philosophy.' Their answer is, 'If I can pay a...
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“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are: