Customer Service

Unless there is a legal requirement, is there a reason to issue a written binder on an account? We posed this question to the VU faculty and got a mixed…

Increasingly, agents are discovering that they have customers that they no longer want for one or more of many reasons. Maybe it’s a contractor that generates so much certificate of…

One of the key differences between Producers and Service Staff is the nature of their personalities. While the Producer has that sales personality, assertive but not pushy, friendly but focused,…

It’s 2015 so, in keeping with the new year, customer service expert Shep Hyken offers 15 customer service tips to keep in mind and in practice throughout the coming year.

This article is a wake-up call from consultant Chris Burand: “The independent agency system constantly emphasizes how important agents are to clients in choosing the right coverage. While agents can…

This article is about leadership. When it comes to policy limits, forms and coverage, being a leader pays off for you and the client! Are you leading your clients so…

High performance agencies inevitably maintain controllable customer retention rates of 95% or more regardless of the market conditions, regardless of the insurance economy and regardless of competition. And these high…

When customers realize that a company they do business with is wasting their time by giving poor service, or forcing them to wait on the phone for customer support, they…