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.

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...

A few months ago, a client came to us with a last-minute project that required the services of...

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...

“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:

MANAGING AGENCY E-MAIL SYSTEMS by Steve Anderson To do business today, you need Internet access and individual E-mail accounts for every person in your agencyThistool needs to b...

In recent reports, I have addressed the changing nature of the relationship between the American agency companies and the independent agents that have historically been the backbone of their sales force. A new type of distribution system is evolving out of the need to provide a more rational and cost-effective method of delivering the insurance product to the consumer. No longer are agency-company relationships based upon blind loyalty to a shared history but more upon the concurrence of strategic business and marketing plans.

MANAGING DOWNSIZING, LAYOFFS, AND RIFS by Don Phin Many companies are facing the reality that they have no alternative to eliminating hours, reducing pay, or terminating employees nd...

MANAGING THE LITIGATION RISK THROUGH MEDIATION by Richard Collier Ambrose Bierce's Devil's Dictionary sardonically defines litigation as 'a machine that you go into as a pig and come out of a...

MARKETING TO GENERATION X by Jack Burke Look out, golden agers! Make room, boomers! Are you finally getting a handle on the needs of the senior citizen's market? Did you...