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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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CSR JOB TITLES by the IIABA Virtual Faculty For eons (it seems), the persons who directly serviced clients in the agency have been referred to as Customer Service Representatives (...
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CSR TRAINING Often people newly hired to work in an agency are given a quick tour of the office and briefly introduced to their associates. They may be given a copy of the office manual (if there is ...
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CSRs WHO SELL: SHOULD THEY BE TREATED LIKE PRODUCERS? by Virginia Bates Put your money where your mouth is. Whether principals and managers assume that employees unders...
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CSRS: WHATS IN A NAME? by Jack Burke After considering this topic for years, Ive finally screwed up the courage to put it into words. The specific name that I&...
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CULTIVATING THE AGENCY TEAM by Carol Hammes Use these ingredients to build and maintain an effective operation. Whether your agency's business plan includes growth from internal pr...
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CULTIVATING YOUR P.R. CAMPAIGN: BEGIN AT THE BEGINNING by Michael Maynard Growing a strong and healthy garden doesnt begin in the spring. The real work takes place in the winter ...
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Appropriate claims handling can easily reduce payouts and an entity’s losses by 20%-50%. In this article, Monte Gale provides an adjuster’s guide to controlling a loss once it’s submitted.
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CUSTOMER LOYALTY AND RETENTION PRIMER by Lynn Thomas In todays highly competitive marketplace, customer retention is a critical success factor. IIAAs Best Practices lists i...
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CUSTOMER PROFILING by Al Diamond Although most agency management systems offer the potential to profile customers, relatively few agents complete, update, or use their customer profiles effecti...
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CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...