AGENCY CLAIMS PROCEDURES: A TIME TO SHINE by Lois Van Horn Insurance agents sell clients a promise-an intangible product. It is nothing they can hold or enjoy and probably what someone told...

HARD MARKET STRATEGIES by G. Edward Kalbaugh During this hard market, some agencies have been forced to sell, merge, or reduce operations considerably. Other agencies are making the most ...

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

QUALITY CUSTOMER SERVICE DO WE WALK THE TALK OR JUST TALK? by Al Diamond At least once a month we encounter an agent with the unique problem of losing more customers than theyre ...

WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...