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ACCOUNTING VS. THE FRONT OFFICE by Gail Franzen Is there friction in your office between your accounting department and your service staff? Gail Franzen advises you to tackle ...
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VARIABLE QUESTIONS-AND SOME ANSWERS by Michael Flynn Is Variable Life here to stay? Will Variable Life dominate permanent insurance growth? These are questions many agents-a...
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THE PERFECT EMPLOYEE BENEFIT PLAN by Michael M. Flynn, CLU What is the perfect employee benefit plan? Is it one whose cost is so low, that if given as a salary increase the e...
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MARKET RESEARCH 101 -- DEFINING YOUR BUSINESS by Stephen Flowers Plenty of noise blurts about the value of service to an independent agency. Industry pundits keep repeating that su...
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KEEP ETHICS IN CUSTOMER SERVICE by Karen Flaherty As a customer service professional, you have a big job with huge responsibilities. Youre responsible for everything you do a...
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CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...
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IS IT TIME FOR A CHANGE? by Karen Flaherty Everyone would like to change something about themselves. Successful people take an active role to accomplish the desired change, while others simply w...
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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...
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AGENCY TELEPHONE PROCEDURES: TELEPHONE MESSAGES by Karen Flaherty Telephone Messages Conveying messages has always played an important role in telephone work. Hundreds of pieces of...
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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...