Archive for April, 2012

All agencies put into place customer service procedures, policies and guidelines—many of these are concerned with meeting deadlines. Phone calls are to be answered within two

How do your customers respond to you? If you were to ask, would they respond: “You had me at ‘hello.’ ”? You would hope so!

Everyone knows that the name of the game in any business is sales and service. If you have one without the other, you will never be

Customer service is under attack, given the soft market and economic constraints that most agents and brokers face. Revenues and profits are suffering, contingency payments are

A hot topic in the insurance industry today is ethics. More than 40 states require their licensed agents to participate in some type of ethics class

Advances in technology, shifts in economic, legal, and social trends, and personnel changes have an impact on every business. Some changes are within our control, whereas

Although a customer service representative (CSR) is responsible for a variety of tasks in an insurance office, the two primary roles are helping customers and processing

Once upon a time, if you were a knowledgeable, ethical insurance professional, you didn’t have to worry overmuch about being sued by your clients. Or by

Although most CSRs entered the insurance industry by chance, many have chosen a long career in an independent agency service position. The National Alliance Research Academy