Customer Service

Happiness is a choice we make—over and over again in the course of the day. It’s a choice we make to listen with a sense of curiosity rather than judgment,…

Plan a celebration. October 6-10 is this year’s customer service week and it’s a great time to honor the two groups of people who have the power to make your…

In one of the issues of our Customer Care Coach®, I tell the story about the first time I ever broke through a wooden board with my bare hand (think…

Customer Care should be part of everyone’s job description. But in every organization there are those people – the customer facing people – whose primary responsibility it is to take…

If you are looking to remain competitive (and who isn’t?), it’s more important than ever to differentiate your company from all the others. It’s critical to make sure that your…

Courts have generally held that certificates of insurance are not contracts and, therefore, not enforceable. However, this doesn’t mean that agents are insulated from lawsuits involving certificates of insurance under…

All too often, agents are asked by third parties to sign an “agent affidavit” attesting that an insured’s insurance program complies with a contract the insured has signed with that…

We get more “Ask an Expert” questions about certificates of insurance than any other single topic…there isn’t even a close second. Most recently we were asked when should you check…

Is there any other nonrevenue generating agency activity that takes as much time and causes as much consternation as processing certificates of insurance and related documentation? Have you ever taken…

Recently we conducted teleconferences on certificates of insurance based on our white paper, “Certificates of Insurance: Issues and Answers.” Following these teleconferences, we received a number of questions which, along with “answers,”…