Agency Operations

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…

Does your agency provide good service? Do your companies provide good service? How do you know? One way of finding out is to put yourself in your customer’s place. You…

One of the nice things about being a business owner is that, if a client is abusive and undesirable, you can usually send them packing. There is no legal mandate…

For eons (it seems), the persons directly servicing clients in the agency have been referred to as “Customer Service Representatives” (CSRs), or sometimes “Customer Service Agents (CSAs). Based on feedback…

When I consult with agencies, I spend a lot of time with CSRs, claims personnel, marketing personnel, and the accounting and/or bookkeeping staff. I always ask one question: “Who do…

No, CARRE is not a typo…it is an acronym for five attributes that any business must foster to retain customers. Several years ago I read a book entitled, “How To…