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ACCOMMODATING ALCOHOLISM ON THE JOB by Don Phin A Legal Report from the Society for Human Resource Management went into depth about this unique challenge. Here are some guidelines for emp...
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ACCOUNT ROUNDING BY CSRs by Ralph Manfredi In this article, Ralph Manfredi focuses on a proven system for turning service into sales and profits. Learn how to turn every service...
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ACCOUNTING VS. THE FRONT OFFICE by Gail Franzen Is there friction in your office between your accounting department and your service staff? Gail Franzen advises you to tackle ...
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ACHIEVING SUCCESS BY DEFINING SERVICE Sometimes defining a problem goes halfway toward solving it. When warring factions spend months to determine the shape of the table for peace talks, for in...
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ADA CLAIMS BEING BROUGHT FOR 'HOSTILE ENVIRONMENT' by Donald Phin Courts across the country are now starting to grant 'hostile work environment' claims under the ADA, even under circu...
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ADJUSTERS SAY THE DARNEDEST THINGS by Bill Wilson Its inexcusable when a claim is denied for no other reason than 'Its not covered.' The insured is owed a reason for a clai...
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ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...
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ADVICE AS A VALUE-ADDED BENEFIT by Jack Burke Despite turbulence in today's health field, HMOs have made dramatic inroads into our national concept of medicine. Twenty years ago, most pe...
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AGENCY AUTOMATION IN THE 21ST CENTURY by Al Diamond Make your agency management system work for you, your clients - and your carriers. Have you noticed that carriers ...
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The previous three articles in this series dealt with automation as it pertained to an agency's processing work. This article by Curtis Pearsall will examine how several aspects of automation can help reduce your E&O exposure.