LETS TAKE A REST! by Grace Bauer I dont know about you, but lately the world has been on my shoulders. There is just too much to do and the world doesnt stop. ...

“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:

RESPONSIBILITIES AND REWARDS OF AGENCY OWNERSHIP by Carol Hammes Not everyone is cut out to be an agency owner. Some of the best producers and service reps either do not want to tak...