ARE YOU REALLY DERIVING BENEFITS FROM AUTOMATION? by Sharon Cunningham Although many agencies have invested heavily in automation systems, many firms have yet to deri...

ARE YOUR CSRS PROVIDING REAL CUSTOMER SERVICE? by Jack Fries Are your CSRs doing what you expect? How do your customers perceive the service that theyre receiving? Does the l...

ARE YOUR MESSAGES REMEMBERED LONG TERM? by Patricia Berry Here we stand: The possibilities of e-mail messaging in one hand, the nature of memory in the other. Here's the critical quest...

ASK EMPLOYEES FOR SUGGESTIONS ON IMPROVING PERFORMANCE Paul Serwinek, Ph.D. A...

If you’re in sales, you know the feeling. It’s the middle of the night about two weeks after starting a new job. You were enthusiastic and could hardly wait to get going. Now, your head is full of doubts. You try to shove them aside, but they don’t go away. “Everything is new,” you tell yourself. “I just need to give it a little more time.” However, the doubts keep coming back.
The gap between what you were told about the job and what’s actually happening grows wider by the day. After about three weeks, you finally ask yourself, “Have I made a mistake?”

ASKING QUESTIONS: IT'S AN ART by Mary Beth Bolen Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the ...

Dear (Customer Name): RE: Policy Audit Period We have checked this final audit for your (Type of Policy) as to rate and computation. However, the payroll ...

Did you know that ...THE MAJORITY OF YOUR FELLOW DRIVERS HAVE HAD FEW OR NO ACCIDENTS WHILE DRIVING THEIR CARS?! In fact, The Insurance Institute...

Dear (Customer Name), RE: Type of Loss Date of Loss Other Party Amount of Loss Because ( ) has not heard from you in response to our...

Avoid E&O Problems! by Patricia Berry Agents need to review their procedures for avoiding errors and omissions claims on a regular basis. Although coverage checklists provide a great...