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FRIENDLY COMPETITION by Don Phin In his book No Contest: The Case Against Competition, Alfie Kohn stresses that competition in an organization can become destructive unless it results in ...
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FROM GOOD TO GREAT: ONE AGENCY'S ODYSSEY TO IMPROVED CUSTOMER RELATIONS by Edgar J. Higgins Jr., CPCU For nearly 10 years, our agency has focused on improving efficiency and changing int...
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FRONT-LINE EMPLOYEES: CRITICAL TO SUCCESS by Emily Huling CSRs can make or break your retention rate. In this document, Emily Huling discusses the proper methods for hiring, tra...
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GENERAL CUSTOMER QUESTIONNAIRE Art Dannecker of the Westfield Companies developed this customer questionnaire for use by Westfield agencies: CUSTOMER QUESTIONNAIRE 1. From a personal ...
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GET CUSTOMERS TO TOOT YOUR HORN AND BUILD YOUR BOTTOM LINE by Jack Fries Client testimonials offer a highly effective tool for building your sales and earnings. Marketing ex...
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CompleteMarkets Editor, IIABA Virtual University Faculty IIABA Virtual University Faculty
4/30/2013 10:36:58 PM
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GET RID OF ABUSIVE CUSTOMERS by the IIABA Virtual University Faculty One of the nice things about being a business owner is that, if a client is abusive and undesirable, you can usually send...
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GET THE RETURN ON YOUR TECHNOLOGY INVESTMENT by Jack Fries Three trends dominate the agency agenda today: Customers, competition, and change. In customer service, these trends have tr...
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GETTING lsquo;BACK TO BUSINESS by Jack Burke The tragic events of September 11 will have long-lasting effects on the many aspects of our business, not the least of wh...
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GETTING PERSONAL: IVANS HEART by Jack Burke 'If you have a touch-tone phone, press 9 hellip; To file a grievance, hang up and call someone who cares.' Ever feel as though ...
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We've all read about excellence, heard about excellence, talked about excellence, and quite frankly may be sick to death of excellence because the parameters...