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phone calls
Articles tagged with phone calls
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BACKLOG! ARE YOU KEEPING UP? by Grace Bauer Does your office have a serious backlog problem? If you answered 'no' to this question, think again! Most of the offices I talk to every...
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CUSTOMER SERVICE: IT'S NOT ABOUT TECHNOLOGY by Ed Higgins One interesting observation about technology applications is that agents have focused strongly on improving efficiency. M...
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DEALING WITH THE PUBLIC Here's a real-life scenario from a CSR (KM) who felt she couldn't work with people effectively. After having worked in a large brokerage house in the same geographic a...
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DOCUMENT EVERYTHING! by Grace Bauer Document every phone call, visit, and staff conversation - to, from, or about an insured or otherwise pertaining to a particular account. Whether ...
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MORE LESSONS FROM THE ROAD by Emily Huling The wait staff in a restaurant treats you so poorly that you fume. You vow never to return. Then you wonder if any of your clients have ever f...
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RELIEVE THE LIFE OF A CSR by Grace Bauer 'If it aint broke, dont fix it.' Grace Bauer would probably tell you that this is the wrong approach to take with your staff. In this docum...
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STAY FOCUSED ON SALES AND THE CLIENT The Dartnell Corporation, Chicago, IL, points out that the day-to-day activities of sales can easily distract producers from selling. Phone calls, meetings, paper...
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THE ART OF CONVERSATION: LISTEN UP! by Ellen Lubin-Sherman I often receive phone calls from clients who want to improve their communication skills. Theyre worried that they might b...
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VOICEMAIL MESSAGES THAT GET RESULTS Patricia A. Czech The more technology we introduce to help us communicate, the less we actually communicate. Most businesspeople will only return 20% o...