This content has not been rated yet.
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 ...
This content has not been rated yet.
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, ...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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...
This content has not been rated yet.
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 (...
This content has not been rated yet.
SUSPENSE SYSTEM CONTROL by Mary Beth Bolen A well-run suspense system means better customer service, more cost-effective operation, and a stronger bottom line. When clients call with ...
This content has not been rated yet.
CHANGE SERVICEPROCEDURES THROUGH PARADIGM THINKING by Mary Beth Bolen Paradigms are the rules, standards, and boundaries within which we live and work. With todays volatile e...
This content has not been rated yet.
LEVERAGE SELLING FOR CSRs by Mary Beth Bolen CSRs can use their networking skills to garner qualified leads. 'Selling through service' is a good motto for CSRs in any agency. But how do...