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ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...
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BECOME AN EMPLOYER OF CHOICE: FIND AND KEEP GREAT EMPLOYEES by Diane Herbert and Pamela Millard Make your agency attractive to quality employees. Great employees look for g...
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CLIENT RELATIONSHIP-BUILDING Dear (Customer Name), You are VERY important to us and I wanted to let you know that we appreciate having you as a customer of our agency. I am writing you today to ...
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COACHING WINNERS by Brenda French 'Remember, the purpose of effective coaching is to catch your employees doing something right!' Two of the most-common reasons for small-busines...
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CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...
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FINDING NEW TALENT STARTS WITH SMART HIRING PRACTICES by Mark Shlien Although the recession has resulted in layoffs, many insurance agencies are still hiring. However, changing job requir...
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FIVE STEPS TO MARKET RESEARCH by Patricia Berry Patricia Berry offers five market research tactics that can help ...
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FOUR QUICK HIT REFERRAL IDEAS by Bill Cates Every time I host a Referral Champions Boot Camp, I walk away with great ideas from the attendees - and the latest camp was no excep...
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FRONT-LINE EMPLOYEES: CRITICAL TO SUCCESS by Emily Huling CSRs can make or break your retention rate. In this document, Emily Huling discusses the proper methods for hiring, tra...
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I don't actually want to fail. However, the fact is that we learn near to nothing when everything is going...