This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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 A stick-in-the-mud agency that clings to outdated practices often stays right where it started - in the ...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
'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...