Customer Service

If you read my last article you read a list of customer service tips that anyone can put to use immediately. This is the second half of the list of…

Reading the newspaper this morning there was an article suggested that a university President should earn no more than 10X the compensation of the lowest paid employee in the system.…

This page has evolved from our original Hurricane Katrina Resource Page. Except for a few links to articles available only to IIABA member agencies and paid VU subscribers, all of…

An amazing customer service experience comes down to this: “Sell a product or service that works and be nice to the customer about it.” It’s that simple. I could stop…

A freelance journalist was working on a story about what questions a consumer or business owner should ask when buying insurance. She was seeking five questions each from several insurance…

Many agency owners try to make producers out of employees simply by giving them the title “producer.” Even if these employees are not producing, they are given the title “producer”…

With a new year just beginning, now is the time to start questioning your customer service delivery. In this short article, customer service expert Shep Hyken presents 14 questions you…

Years ago I took a course offered by the Afterburners, a group of former military fighter pilots who teach corporate America how to bring military strategy into their boardroom. One…

Two decades of research from the fields of psychology, neuroscience and economics have finally converged, giving us a broader and more detailed picture than ever before about the power of…

I love books! They spill out of my bookshelves and sit on my nightstands and even on my favorite chair. My favorite books though, are the ones that can be…