AGENCY TELEPHONE PROCEDURES: TELEPHONE EXCELLENCE by Karen Flaherty If you ask a group of customer service representatives to talk about problems they encounter on the job, the agency tel...

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...

GOOD TELEPHONE SKILLS MEAN SUCCESS by Jack Burke Nearly 20 years ago, as manager of a growing automotive leasing company, I was researching specialty bus manufacturers to represent. It ha...

TELEPHONE TIPS FOR THE FAINT OF HEART by Mitchell Axelrod The telephone is one of the most powerful business tools ever created. But too many people underuse it. Are you making...