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 ...

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...

CONSULTANTS: ARE THEY USEFUL? by Chris Burand Consultants, when properly used, can be a great benefit to your agency. As a resource with varied agency experiences, as ...

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...

EFFICIENCY: HOW TO IMPROVE IT Jason H. Hoeppner, CIC How efficiently do you work every day? This isnt a question we normally ask. Were creatures of habit who we tend to con...

Selling isn’t about making sales — it’s about engaging customers, entering into a conversation with them, and letting them respond when they’re ready to buy. That’s called marketing, and marketing makes sales. In this article, John Graham uses Krispy Kreme Donuts as an example of how a company finds ways to create excitement and build customer loyalty.

SAFETY AND SURVIVAL IN AN EARTHQUAKE, PART 2 THIRD EDITION-AMERICAN RED CROSS SPECIAL TIPS FOR DISABLED AND ELDERLY PERSONS A recent survey of census statistics revealed that an estimated...

A shooting. A car crash. A fire. We read of disasters all the time, but most of us are lucky enough to go through...