CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...

FINDING THE RIGHT CSR by William Vericker Where, and what, to look for hiring quality CSRs. When clients call, e-mail, or visit your agency, they count on someone to service their bus...

RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....