THE TEN COMMANDMENTS OF CUSTOMER SERVICE by Al Diamond I. Do things right-every time.Of course everyone tries to process items correctly. Why do we need to be so absolute in this command...

TRACKING COMPLIMENTS AND COMPLAINTS by Troy Campbell Customer satisfaction is subjective on the part of consumers. It is how they feel about you and the product or service you provide. The diff...

WHAT DOES IMSA MEAN TO YOU, THE AGENT? by Richard Weber The Insurance Marketplace Standards Association (IMSA) is one of the more important developments in the Life insurance industry d...

No matter how hard you try, customers will find fault with you or your staff. How you handle those complaints will determine your account retention and customer satisfaction rate. Here are three key guidelines to help the cause.