Agency Operations

Hallmark (the folks you trust “When you care enough to send the very best”) initiated a follow-up to a national study to examine how four variables – caring, trust, length…

Think about ethics for a moment. A seminar on the topic might be expected fare for lawyers or politicians [or insurance agents? – Ed.]. But wouldn’t you find it unusual…

Have you ever considered what just one customer is worth to your business over a five- to ten-year period or longer? Carl Sewell is one of the nation’s leading Cadillac…

In my 20 years of conducting customer service training, I’ve observed many “sins” of customer contact personnel. Most of the time the problems I’ve seen are easily corrected once the…

Upset customers can be unnerving. But with the right attitude and techniques, many of these people can be turned into satisfied, loyal customers. It’s not always easy, but it’s worth…

Often customers come to you with an annoyance or irritation. Depending upon how you and your staff interact with them, you can either de-escalate their ire, or you can send…

In this excerpt from his book “Creating Customer Connections: How To Make Customer Service A Profit Center For Your Company,” Jack Burke identifies the critical aspects of establishing a corporate…

Good customer service is not enough! Customer satisfactionis not enough! Success in business requires an integratedmarketing and communication approach that will result inthe cultivation of nexus. This article explains the…

In this excerpt from his book “Creating Customer Connections: How To Make Customer Service A Profit Center For Your Company,” Jack Burke points out that, while many agents pride themselves…

Relationship marketing includes caring that your client’s claim is handled properly — and that the “other party” is properly taken care of as well. You aren’t the insurance company, you…