LISTENING: SO WHATS IN IT FOR ME? by Lynn Thomas Listening differs from hearing. Hearing is passive. Listening is a learned skill its active. People remember only about ...

LIVE THE CARE IN CUSTOMER CARE! by Grace Bauer You probably have a clear idea of what you expect from your producers. What about your support staff? Do you have procedures for your rece...

LOOK CLOSELY AT THE CORPORATE IDENTIFICATION PROGRAM by Richard Barry There are plenty of good and bad ideas that will dictate the direction of a corporate identification p...

LOSING THOSE MEETING BLUES by Jack Burke Meeting, noun. 1. A coming together; assembly. 2. A joining. 3. A hostile encounter, as a duel. (Webster's American Dictionary) Meeting, n...

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...

The difference between closing a sale and losing it rests with the presentation. Whether you’re selling a product or an idea, the ability to present effectively is the difference between acceptance and rejection.

Yet, most Americans would rather die than give a speech. Whatever the facts, the idea of standing in front of an audience ranks far below going to the dentist for most people.

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...

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...

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?'

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...