Customer Service

NEW WAYS TO DISTRIBUTE WORK LOADS A customer's name shouldn't matter when they're calling for assistance! Most CSRs have an assigned section of the alphabet for which they are responsib...

NOW THAT I'VE GOT THEM, HOW DO I KEEP THEM? by Don Phin Employee retention is an issue that affects every company. A host of factors have played a role in retention in recent years: hist...

NURTURING CLIENT RELATIONSHIPS by Jack Burke I opened the book Relationship Aspect Marketing with some statistics that have withstood the test of time in relation to why businesses lose t...

Remember, as salespeople we want to hear objections. When buyers send out these signals, they're giving you clues about their interest. Give the buyer a chance to make the decision based on the information you've provided. If you've done a good job throughout the sales process, the objections you hear should enable you to reconfirm your value to the buyer and close the sale.

Hello (PROSPECT NAME), this is (PRODUCER NAME) from the (ABC AGENCY). Do you have a moment?

ONLINE INVOICES GET PAID TWICE AS FAST by Steve Anderson Web-based invoices that give recipients the option to pay online result in payments being made twice as fast as those that don...

Instead of hiring telemarketers to work within your agency just for you, you could choose to pay an outside vendor to provide telemarketing services. These...

OUTSOURCED CLAIMS MANAGEMENT ONE WAY FOR AGENCIES AND CARRIERS TO REDUCE COSTS AND IMPROVE SERVICE by Paul Di Stefano and G. Edward Kalbaugh Within most agencies and insurance companies, cla...

PARTNERING WITH CARRIERS by Al Diamond Trust between you and your carriers must be a two-way street. Agencies have given carriers as many reasons to distrust their commitments ...

PERSONAL HOMEOWNERS PROPOSAL by Jack Fries For: ...