Agency Operations

We occasionally get “Ask an Expert” questions from agency owners interested in improving the customer service skills of their CSRs, producers and others. In this short article, I’ll take a…

If you’ve ever stayed at a Ritz-Carlton hotel, I’m betting that the experience was outstanding. How can they do it so much better than most hotel chains? Yes, you do…

The Golden Rule, “do unto others as you would have them do unto you,” may seem self-evident in the way we try to conduct our personal lives. Yet this axiom…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

In this six-part series, we’re going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We’ll look at…

Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction leads to customer loyalty. Customer loyalty leads to retention and referrals…retention is…

How do managers know how customers are being treated? When you aren’t around or within earshot, how do your really know how your people are responding to your customers? You…

Part 1 of 5:  Why Telephone Manners are ImportantThere’s no doubt that more business has been lost because of poor service and poor treatment than because of poor product. Yet,…