You may be trying to access this site from a secured browser on the server. Please enable scripts and reload this page.
Turn on more accessible mode
Turn off more accessible mode
Skip Ribbon Commands
Skip to main content
Turn off Animations
Turn on Animations
Hidden Anchor
To navigate through the Ribbon, use standard browser navigation keys. To skip between groups, use Ctrl+LEFT or Ctrl+RIGHT. To jump to the first Ribbon tab use Ctrl+[. To jump to the last selected command use Ctrl+]. To activate a command, use Enter.
Browse
Tab 1 of 3.
Page
Tab 2 of 3.
Publish
Tab 3 of 3.
Follow
Special Menu
About
Big "I" Celebrates 125 Years
Contact Us
Find an Agent
Member Directory
Find State Association
International Members
Your State
Media
Find an Agent
Sign In
search
main menu
panel menu
It looks like your browser does not have JavaScript enabled. Please turn on JavaScript and try again.
default
Services
Programs
ACT
Ask an Expert
Best Practices
Big "I" Hires
Company Partners
Trusted Choice Relief Fund
Diversity
E&O Risk Management
Government Affairs
IA Magazine
InsurPac
InVEST
Legal Advocacy & Governance
Marketing and Branding
Trusted Choice
Virtual University
Young Agents
Products
Big "I" Markets
Big "I" Flood
Crump Life Insurance Services
Eagle Agency
Employee Benefits
Home Business
InsurBanc
Professional Liability
Retirement
Umbrella
Rough Notes Advantage Plus (VRC)
Business Resources
Resources
Big "I" News
IA Magazine
Virtual University
Ask an Expert
Agency Universe Study
How To Start An Independent Agency
Agency Perpetuation
Market Share Report
Technology
Marketing
Diversity & Inclusion
Right Start Series
Cyber Resources
Talent Recruitment
E&O Risk Management
Disaster Relief Fund
Contract Review
Young Agents
Events Calendar
Webinars
Branding and Marketing
Market Access
Market Access Newsletter
Events
Big "I" Legislative Conference
ACT Meeting
Events Calendar
Webinars
Government Affairs
Grassroots
Issues
InsurPac
Legislative Conference
Press Releases
Belong
Agency Management
Agency Management
Customer Service
Virtual University
Research Library
Agency Management
Ask an Expert
Talent Recruitment and Development
Online Learning Resources
Continuing Education
default
OTHER PAGE
Wilson
Firing Customers…Dump Letters
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 insurance activity that commissions can't offset the cost to service the account. Other customers may have 'personality' problems or present what agency management perceives as a morale hazard. So, how do you get rid of them?
[more]
Bad Customer Service: A True Story
Defining what is great customer service can be difficult. However, before we can provide, or even define, great customers service, it's probably more important that we recognize bad customer service. Recently, we heard from a consumer who had a bad insurance experience. Perhaps we can all learn something from it.
[more]
Customer Service Tests
Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction leads to customer loyalty. Customer loyalty leads to retention and referrals...retention is the key to profitability and referrals are the key to cost-effective growth. We all know that, don't we?
[more]
How Can You Improve Customer Service?
We occasionally get 'Ask an Expert' questions from agency owners interested in improving the customer service skills of their CSRs, producers and others. In this short article, I'll take a look at some of the resources on the internet, in print, or in the classroom to improve your staff's knowledge in this critical skill area.
[more]
Puttin' on the Ritz...Building a Customer Service Culture
If you've ever stayed at a Ritz-Carlton hotel, I'm betting that the experience was outstanding. How can they do it so much better than most hotel chains? Yes, you do pay a premium for their services, but largely The Ritz does it by creating a corporate culture almost solely devoted to serving the customer....
[more]
Three Golden Rules of Customer Service
The Golden Rule, 'do unto others as you would have them do unto you,' may seem self-evident in the way we try to conduct our personal lives. Yet this axiom is assuming new importance as a guiding principle in the world of business. When prices were high, customers blithely traded away high-quality service in exchange for price reductions or convenience. Those days are no more. Instead, customers are demanding service again.
[more]
Using Technology to Improve Customer Service (Part 1 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article is an introduction to the topic.
[more]
Using Technology to Improve Customer Service (Part 2 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article examines the telephone.
[more]
Using Technology to Improve Customer Service (Part 3 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article examines voice mail.
[more]
Using Technology to Improve Customer Service (Part 4 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article examines faxing.
[more]
Using Technology to Improve Customer Service (Part 5 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article examines email.
[more]
Using Technology to Improve Customer Service (Part 6 of 6)
In this six-part series, we're going to explore how technology can and should be used to enhance your ability to provide high levels of quality customer service. We'll look at two areas: traditional technologies such as the telephone, voice mail and fax, then emerging technologies such as email and internet web sites. This article examines your web site.
[more]
Site Contents