Agency Operations

Everyone wants to improve customer service. But exactly what is “customer service” and how do you go about improving it? In this article, guest columnist and customer service expert Doug…

Almost every company I deal with claims to give better service than their competition. Interestingly, if you talk to the competition, they also claim to give better service! So who…

It is easy to work with people you like, and it is even easier to work with people who like you. But that’s not always the case. Sooner or later,…

What makes a company successful over the long, long term? What characterizes the service relationship between companies and customers who do business together for decades, even centuries? How can your…

The problem with many businesses today is that they strive to satisfy customers. What’s wrong with that? Well, customers expect satisfaction, so satisfaction is now a basic requirement for doing…

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…