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LEARNING PLANS FOR CSRs by Mary Beth Bolen Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...
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LEARNING TO MANAGE E-MAIL by Steve Anderson Communicating with someone used to be easy. You could just pick up the phone and give them a call, or sit down and write a note. Fast forward a...
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CHAPTER THREE STATUTORY DUTIES OF INSURANCE PRODUCERS 3.1 Regulation by Insurance Department and other governmental bodies....
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LESSONS IVE LEARNED IN CRISIS MANAGEMENT By Janine Reid Its not a question of if, but when, your company will experience a crisis. Crisis Management specialist Janine Reid...
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Profit and control have been the driving themes of the manufacturing industry over the past 150 years. However, as we get deeper into the knowledge economy, we find both of these concepts evolving. The issue of profitability is turning into the issue of sustainability. The issue of control is turning into the issue of empowerment.
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This letter and questionnaire generated quite a response and helped one agency that sent it learn a lot about their image. The response rate to the letter was 13.23% --...
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Third-party endorsements inspire confidence and increase your credibility. Make letters of recommendation part of your marketing mix. In this document, Bill Cates tells you how and when to ask for letters of recommendation.
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LEVERAGE SELLING FOR CSRs by Mary Beth Bolen CSRs can use their networking skills to garner qualified leads. 'Selling through service' is a good motto for CSRs in any agency. But how do...
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LinkedIn IMPROVEMENTS by Steve Anderson LinkedIn is one of our favorite tools for researching and finding information about prospects and clients. Over the last several months, LinkedIn h...
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LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...