CSR Job Titles
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…
Customer Service
It Pays to Be a Bad Customer
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…
Providing Customer CARRE
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…
Why Customers Leave
Every agency loses customers from time to time, for many reasons. Sometimes they’re gone forever, for many reasons. However, in most cases, you can get them back IF you know…
A Customer Service Nightmare
I received a renewal billing on my Business Owners Policy from my insurance company. Examining the billing, I found four very surprising things: (1) I had a new agent, (2)…
Customer Service Means Actions, Not Slogans
Patricia Fripp, CSP, CPAE is a San Francisco-based professional speaker on the subjects of Change, Teamwork, Customer Service, Promoting Business, and Speaking Skills. She is the author of Get What…
Customer Service Works…The Numbers Prove It
Companies who make customer service one of their priorities not only delight their customers; they also delight their investors. The stock market has been crushed, as of late. I’m not…
The WOW Factor
The “Wow!” factor boils down to one thing: exceeding the expectations of the customer. It goes past great customer service. In short, the basic idea is to bring the element…
Wow the Employee – Wow the Customer!
How much would it cost for somebody to buy you out of your job? Well, this is exactly what Zappos.com does. Haven’t heard of Zappos? They are an Internet retailer…
What to Do When You Can’t Say Yes
No one wants to say “no” to a customer. In general, people also hate to be told “no.” But sometimes saying “no” is unavoidable. In this article, we’ll address some…
