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CUSTOMER SERVICE: EVERYONE NEEDS A HERO by Jack Burke I'd like to introduce you to a hero-Elizabeth Acevedo. Elizabeth didn't pull anyone from a burning building or develop a vaccine fo...
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CUSTOMER SERVICE: ONE BAD APPLE by Jack Burke Unhappy employees result in unhappy clients. Every so often we all experience some degree of in...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...
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CYBERCISES-NO PAIN, ALL GAIN For several years, Princeton University computer sciences graduate student Dan Wallach evaluated remedies for the pain of repetitive stress injury (RSI). Wallach recommen...
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DEALING WITH THE THREAT OF VIOLENCE IN THE WORKPLACE by Stephen Linzer If one of your employees calls you an obscene name and threatens to kill you, firing him or her might seem to be the appr...
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DEFEATING CUSTOMER LOYALTY by Jack Burke Its not the big things that will cost you customers. Quite frequently, its the small things that drive people into the arms of you...
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DEFERRED COMPENSATION EXAMPLE by Larry Morrison and Gary Jacobson This is an example of the key financial features in a deferred compensation plan for top producers at a s...
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How to create a calm, cohesive, and accountable working team.
Personnel challenges are not uncommon when you’re a manager. But how does a manager know if the root of the problem lies in the employee or the manager?
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DEVELOP JOB PERFORMANCE STANDARDS by Troy Campbell Successful companies have documented expectations of their associates' performance. They also have staff members who continually strive to do thei...
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DEVELOPING A PERSONNEL PLAN by Carol Hammes Many insurance agency managers will be in a position to hire at least one new em...