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CUSTOMER SERVICE: ACTIONS SPEAK LOUDER THAN WORDS by Jack Burke I recently attended a city council meeting in Hollister, Missouri, a sister city to Branson. I attended in order to support...
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CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...
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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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CUSTOMERS: COMPLEXITY, INTANGIBLES, AND INSURANCE by Chris Burand During the past few months, regulations have been proposed that would require agents and brokers to provide clients co...
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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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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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DIRECT CUSTOMER COMMUNICATIONS: WINNING STRATEGIES AND LOST OPPORTUNITIES by Richard Barry Ever feel like youre talking to a brick wall because no matter what you try, you just can...
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DISASTER PLANNING FOR AGENTS by Steve Anderson If we arent prepared to deal with a disasters effects on our own operations, we wont be in a position to help our cli...