Customer Service Focus By Kathleen Fraley, CIC, CPIW REACHING FOR THE TOP: SURVEY SHOWS CSR PRIORITIES Customer service employees seek to improve their skills and grow professionally During my 30-plus years in the industry, I have been involved in many discussions regarding how to improve the business and servicing skills that account managers and customer service representatives believe will make their jobs less frustrating and more rewarding. As a past
Management
The Innovative Workplace By Laura Kerekes, SPHR, SHRM-SCP GET BACK TO WORK! Managing the intersection of workers compensation with other leave regulations You’re ready when the call comes in. Your client’s employee was seriously injured on the job. You reassure the client that your team has them covered, and you outline their workers compensation policy provisions, administrative claim filing process, and accident site investigation protocols. You check in later in
Winning Strategies By Brent Kelly BUILDING BLOCKS OF AGENCY LEADERSHIP Know where you want to go and how you’re going to get there For the last 30 years, international leadership guru John Maxwell, who was my mentor and with whom I’ve had the privilege of sharing a stage, has said that everything rises and falls on leadership. Although I used to question that idea, my experience has convinced me that
Blasted Myths By Carl Maerz YOU’RE WORTH MORE THAN YOU THINK Understanding the bottom-line value that testimonials bring to your agency Psychologists and market researchers have long studied the influence that testimonials have on human behavior—specifically, how these written validations cause others to trust a business they barely know—and how the act of giving a testimonial reinforces the commitment a customer has toward a business. In the independent agency arena,
Beyond Insurance By F. Scott Addis, CPCU, CRA, CBWA THE CONCUSSION CRISIS The dark side of sports demands attention and solutions For millions of Americans, the holiday season is filled with anticipation and excitement about college football bowl games as well as the NFL playoffs. Take a safe, comfortable seat in your home and marvel over the athletic abilities and decision- making skills of these gifted athletes. It doesn’t get
