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AGENCY CLAIMS PROCEDURES: A TIME TO SHINE by Lois Van Horn Insurance agents sell clients a promise-an intangible product. It is nothing they can hold or enjoy and probably what someone told...
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AGENCY OWNERSHIP CHANGES CALL FOR EXTRA CUSTOMER TLC by Emily Huling During times of transition, customers have special needs. Emily Huling warns that without proper new customer handlin...
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AGENCY RATING FORM On a scale of 1 to 10, with 10 being the highest possible score, how would you rate [Agency Name] on the following items? ...
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AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...
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AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...
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AGENCY TELEPHONE PROCEDURES: TELEPHONE MESSAGES by Karen Flaherty Telephone Messages Conveying messages has always played an important role in telephone work. Hundreds of pieces of...
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AGENCY TELEPHONE PROCEDURES: TIME MANAGEMENT by Karen Flaherty Transferring Telephone Calls There are calls you will not handle personally but will transfer to supervisors or co-wo...
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AGENCY-COMPANY RELATIONS: STAND BY ME by Brenda French What do your companies want and how can you give it to them? In working with your companies, the first quest...
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AGENTS AND CLIENTS: CLOSING THE GAP by Emily Huling Agents and clients have different priorities. A recent Independent Insurance Agents of America study revealed that 59% of Personal Line...
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AN ADVANCED LESSON IN REFERRALS by Bill Cates Bill Cates explains how you can adjust your referral requests to the personality of your client or prospect. If youre familiar wi...