Service seems to be a catch-all word for whatever seems to be lacking in our agencies. Most of us have identified service areas as most important...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

SALES SUCCESS THROUGH MOMENTS OF TRUTH by Lynn Thomas, JD Moments of truth. Is that just a catchy phrase? Or is it another marketing gimmick? Actually, moments of truth (MOT) represent a simp...

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.