CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...

DEALING WITH THE PUBLIC Here's a real-life scenario from a CSR (KM) who felt she couldn't work with people effectively. After having worked in a large brokerage house in the same geographic a...

WORKING YOUR PLAN FOR RENEWALS by Mary Beth Bolen Remember when 'renew same' or 'renew as is' with your initials written on the copy of a declarations page were acceptable directives for a...