This content has not been rated yet.
DEFINE SERVICE TO YOUR CUSTOMERS SERVICE ABOVE AND BEYOND Most agents, when asked by the consumer why he or she should do business with them, will say, 'Because we give great service.' But w...
This content has not been rated yet.
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...
This content has not been rated yet.
CANCELLATION - REQUEST POLICY Dear (Customer Name), RE: At your request, we are sending the enclosed Cancellation Request/Policy Release to effect cancellation of the above policy on ( ). Please ...
This content has not been rated yet.
CANCELLATION - REQUEST POLICY Dear (Customer Name), RE: At your request, we are sending the enclosed Cancellation Request/Policy Release to effect cancellation of the above policy on ( ). Please ...
This content has not been rated yet.
CANCELLATION - INVOICE Dear (Customer Name), RE: The process of cancellation of the above policy is now complete, and enclosed is our invoice for the additional premium due at this time. Thank ...
This content has not been rated yet.
NEW WAYS TO DISTRIBUTE WORK LOADS A customer's name shouldn't matter when they're calling for assistance! Most CSRs have an assigned section of the alphabet for which they are responsib...
This content has not been rated yet.
EMPLOYEE COMPENSATION At first glance, there seems to be no great secret to employee compensation. We all work to be paid. Pay your people well, and they'll work hard for the agency and stay with yo...
This content has not been rated yet.
EDUCATION/TRAINING INTRODUCTION A professional work force should be the goal of any organization, especially the insurance agency, which is engaged in a highly competitive business....
This content has not been rated yet.
CSR TRAINING Often people newly hired to work in an agency are given a quick tour of the office and briefly introduced to their associates. They may be given a copy of the office manual (if there is ...
This content has not been rated yet.
CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...