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LIVE THE CARE IN CUSTOMER CARE! by Grace Bauer You probably have a clear idea of what you expect from your producers. What about your support staff? Do you have procedures for your rece...
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LOVE THEM OR LOSE THEM: CUSTOMER RETENTION IN ACTION! by Lynn Thomas Here's the bottom line for retaining customers: You have just one choice -- Love your customers or lose them. Peri...
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MAILING LIST MANAGEMENT by Monica Woldring The uses of mailing lists are many and varied. Some of the most common uses in the insurance industry include sending letters to clients, newsle...
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MAKE YOUR CLIENTS FEEL APPRECIATED! by Catherine Oak At your next general staff meeting, ask your people what they can do to get each client they see to feel appreciated. Have a leader ga...
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MAKING A SALE VS. HAVING A CUSTOMER excerpted from an article by Stephen Anderson While you as a CSR might not be directly responsible for selling new business, you are often asked to hel...
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MAKING CUSTOMER SURVEYS WORK by Al Diamond Customer Satisfaction Surveys have not yet become popular in the insurance agency business. Too many agency owners fear, rather than look forward to, ...
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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.
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A few months ago, a client came to us with a last-minute project that required the services of...
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“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:
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MANAGING SMALL COMMERCIAL ACCOUNTS by Cindy Brady, CIC In many agencies, 'small' Commercial accounts get over-serviced while larger accounts are under-serviced because both are treated the same. S...