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COMPUTER COMFORT FOR CSRs by Mary Beth Bolen As we all know by now, ergonomics is essential for people who work at a computer all day. CSRs can maintain sanity and prevent injury by guarding aga...
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CUSTOMER SATISFACTION by Mary Beth Bolen Common wisdom has it that nearly 70% of customers who leave to do business elsewhere do so because the personnel they deal with are indifferent to thei...
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'52 PICKUP' FOR ORGANIZATION AND PRODUCTIVITY by Mary Beth Bolen During many years of helping others organize and automate, I've picked up some helpful techniques. When I'm not productive, i...
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ASKING QUESTIONS: IT'S AN ART by Mary Beth Bolen Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the ...
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CREATIVE CUSTOMER SERVICE HOURS by Mary Beth Bolen Agencies have traditionally operated as other offices do. The Monday-through-Friday, 9-to-5 workday, designed for administrative operations, ...
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BUILD CUSTOMER CONFIDENCE AND LOYALTY FOR THE LONG TERM by Mary Beth Bolen Historically, it's been fairly easy to write and renew coverage on an account for one to three years, after which th...
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ANALYZING CUSTOMER PROBLEMS by Mary Beth Bolen The best customers are your existing customers. Some agree with that statement and some don't. There are some customers you'd probably rather b...
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CLAIM PROCEDURAL GUIDELINES by Mary Beth Bolen Of all the things a customer service representative (CSR) does for clients, you and the agency are most directly affected by the clients' receptio...
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INTERNAL CREDIT POLICIES: CREATION AND IMPLEMENTATION by Mary Beth Bolen Let's face it-few people enjoy collecting funds for premiums. Collecting on past-due accounts is even less pleasant. W...
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INDUSTRY IMAGE IMPROVEMENT PLAN by Mary Beth Bolen How to improve the industry? One day at a time, says the National Association of Insurance Women (NAIW), Tulsa, OK. To mark NAIW Week (...