AGENCY TELEPHONE PROCEDURES: TIME MANAGEMENT by Karen Flaherty Transferring Telephone Calls There are calls you will not handle personally but will transfer to supervisors or co-wo...

SPEED: A NEW ENTITLEMENT by Jack Burke A benefit or a gift can quickly become something the receiver expects to get. Customer satisfaction, for instance, was originally a goal for businesse...

TIME FOR E&O ISSUES AND RECOMMENDATIONS by Grace Bauer Although most agencies seldom have an E&O claim, practically every agency procedure from thank-you notes to meetings can hav...