Customer Service

Some organizations exemplify a ‘scarcity’ model – fear-based, stingy, always looking to slash, cut or squeeze something to wring every possible cent to the bottom line. Meanwhile, the company invests…

Summer is baseball season. Baseball is a game of percentages, where the smallest difference can mean a lucrative major league career or years languishing in the minor leagues. Customer service…

I believe that many businesses have been negatively focused. And, that as time goes on, more and more people are coming to the relatively common sense notion that we’d all…

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…