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SHOULD CSRs SELL? by Joanna Brandi Although most customer service reps don't like to sell, they love to help and to be useful. If you ask them if they would feel good if...
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MANAGING SMALL COMMERCIAL ACCOUNTS by Cindy Brady, CIC In many agencies, 'small' Commercial accounts get over-serviced while larger accounts are under-serviced because both are treated the same. S...
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HOW TO DEAL WITH A WHOLESALER by Ed Bordenave, CPCU, ARM In today's world of complex and ever-changing exposures, one of your most important allies is an Excess ...
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THE KEY TO PROFITABILITY by Mary Beth Bolen To be successful in business, carrier marketing managers must thoroughly understand what business they are in, why they are in it, and ho...
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PROTECT AGAINST E&O by Mary Beth Bolen E&O insurance is a type of coverage that protects individuals and businesses from losing potentially millions of dollars through uncovered losses that were jud...
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PERSONAL PLANNING FOR SUCCESS by Mary Beth Bolen Here's a short quiz. Answer True or False: 1. Success is only for the educated or favored; it is discriminatory. 2. Success doesn't...
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WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...
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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...