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CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...
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CUSTOMER SERVICE: THE WOW! FACTOR by Shep Hyken The Wow! factor boils down to one thing: Exceeding the expectations of the customer. It goes beyond great customer service. In ...
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CUSTOMER SERVICE: WHOM SHOULD YOU lsquo;WOW? by Steve Anderson Ive been reading quite a bit lately about how to create a customer experience that will WOW clients and k...
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CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...
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CUSTOMERS: lsquo;IF YOU SERVE THEM, THEY'LL SERVE YOU ' by Jack Burke It has become abundantly clear that merely surrounding good product with quality service at competitive rat...
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CUSTOMERS: COMPLEXITY, INTANGIBLES, AND INSURANCE by Chris Burand During the past few months, regulations have been proposed that would require agents and brokers to provide clients co...
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DATABASE MANAGEMENT: WORKING WITH CONTACT INFORMATION by Steve Anderson These two tools can help keep your database up to date. CAPTURE CONTACT INFORMATION Although the Inte...
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DEALING WITH THE PUBLIC Here's a real-life scenario from a CSR (KM) who felt she couldn't work with people effectively. After having worked in a large brokerage house in the same geographic a...
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DEFEATING CUSTOMER LOYALTY by Jack Burke Its not the big things that will cost you customers. Quite frequently, its the small things that drive people into the arms of you...
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DEFINE SERVICE TO YOUR CUSTOMERS SERVICE ABOVE AND BEYOND Most agents, when asked by the consumer why he or she should do business with them, will say, 'Because we give great service.' But w...