ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...

It takes more than a job title and a loud voice to get an agency team to function properly. This applies to owners, managers, and supervisors alike, says Jack Fries.

COMMUNICATION BUILDS TRUST by Bill Cates Why we all need honest communication in our business and personal lives. In his book Just Be Honest, Steven Gaffney believes that withhold...

CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...

GETTING CLIENTS OR PROSPECTS BACK In a suburb of Philadelphia-Langhorne, to be precise-is an unusual retail operation. It's a car dealership, but the difference is the firm's philosophy that no one...

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...

PERSONAL PRESENTATION

One of the things that can irritate an already upset person is your personal presentation. If they feel that your grooming and dress are unprofessional or inappropriate, they're more likely to hassle you. Some areas of personal presentation, if not seen to, might have a negative influence on an upset person. Check to make sure that your:

Hair is clean, brushed or combed, and well kept.
Clothing is pressed, neat, clean, and in good repair.
Breath is fresh.
Hands and fingernails are clean, with no chipped polish.
Face is shaved, or mustache/beard is neatly trimmed.
Makeup is applied neatly, moderately, and appropriately.
Stockings are run-free.

HOW TO MAKE VOICE MAIL USER FRIENDLY by George Nordhaus Scenario #1: The fourth menu selection says press #4 for service, another recorded voice advises 'hold for the next available operator,...

PHONE COURTESY REVISITED by Preston Diamond Good service over the phone means putting common courtesy into common practic...

Have you ever heard the line, "talk is cheap"? Many insurance carriers, agencies, wholesalers, and vendors are finding ways to cut costs. In this document, Jeff Neilson helps you determine whether your organization is paying too much for telecom services.