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...

ASKING QUESTIONS: IT'S AN ART by Mary Beth Bolen Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the ...

ESTABLISHING A TELEMARKETING DEPARTMENT You need to make two more decisions once you have definitely decided to set up a telemarketing unit within your agency. The first is whether your ...

RISK MANAGEMENT: MAXIMIZE GOOD AND MINIMIZE BAD by Mike Manes Risk management provides a powerful tool for serving your clients and growing your bottom line. Every per...

THAT PERSONAL TOUCH by Grace Bauer Are you still sending those personal thank-you notes to your insureds throughout the year? How about the initial claim letter expressing your concern an...