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USING THE PHONE by Mary Beth Bolen When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of...
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TELEPHONE TECHNIQUES by Mary Beth Bolen A business telephone is like a window: The telephone allows a person to 'see' into your company without ever walking through its doors. Moreover, you ha...
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FOCUSING ON CLIENT OR PROSPECT NEEDS by Mary Beth Bolen There's a lot of talk about niche marketing or target marketing today. Many speakers feel that it's imperative to find a certain niche i...
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WORKING YOUR PLAN FOR RENEWALS by Mary Beth Bolen Remember when 'renew same' or 'renew as is' with your initials written on the copy of a declarations page were acceptable directives for a...
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SERVICE EXCELLENCE: ANTICIPATING NEEDS by Mary Beth Bolen Making a movie requires several types of people-directors, producers, actors, and crew members-who have specific roles to play in expedi...
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REACTIVE AND PROACTIVE CSRs by Mary Beth Bolen Some people believe things happen to them, while others believe things happen because of them. Sometimes, people fluctuate between the two extremes...
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PROFESSIONAL DESIGNATIONS FOR CSRs by Mary Beth Bolen Education is often termed a 'ticket to success'-and with good reason! More and more career-conscious agents and their office-support perso...
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LEARNING PLANS FOR CSRs by Mary Beth Bolen Customer service is a dynamic, changing field. A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...
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ENCOURAGE A POSITIVE VIEW OF THE INSURANCE INDUSTRY by Mary Beth Bolen What are two 'facts' most customers 'know' about insurance? One, it costs too much. Two, if they make a claim, their po...
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CSR EXTRAORDINAIRE by Mary Beth Bolen Tina Roberts currently works as a CSR for Cosmo Conte at his State Farm Insurance Agency in La Jolla, California-one of the top State Farm agencies in North...