In most agencies today, the total commission of a Personal Lines account will equal or exceed the commission of a Non-exception Commercial account. In this document, Jack Fries asks why you’d pay a CSR more money to handle a lower commission account.

THE lsquo;BLENDED CUSTOMER CONTACT CENTER by Patricia Czech Patricia Czech examines how contact centers can respond to fluctuating traffic across multiple communication cha...

THE SALES FUNNEL: AVOID FEAST OR FAMINE by Al Diamond Use this proven system to maintain consistent sales results month after month. The Sales Funnel provides an invaluable res...

THE SERVICE CEILING: WHAT CAUSES IT, HOW TO RECOGNIZE IT, HOW TO BREAK THROUGH IT by E. Al Diamond We have a small Middle-Eastern restaurant in our neighborhood that is family ope...

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...

USE ONLINE TOOLS TO ENHANCE CUSTOMER LOYALTY by Patricia Berry We know that effective service increases the lifetime value of a customer by escalating future sales through repeat...