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...

CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...

HORSEBACK RIDING OR RIDING ON THE BACK OF A HORSE by Mike Manes Are you running your agency, or is it running you? This document by Mike Manes examines the elements that make the differ...

LISTENING TO CUSTOMERS by Troy Campbell To find out how the agency is perceived by customers requires continuous monitoring. Detailed perceptions can be obtained from a complaint log, a compli...

SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...