Great Service Sells: How Great CSRs Turn Service into Sales
Information Page
Click here for an Audio Preview by Emily
To order click one of the links below:
1 CD
recording (2 CD set) and 1 book
$71.95
1 CD recording (2 CD set) and 5 books
$123.75
Great Service Sells describes the qualities, behaviors, and actions of top-performing CSRs who maximize customer service responsibilities to increase sales, retain business, and earn referrals. Each of the 21 chapters describes a top-performing CSR strategy, a real-life example of how it plays out in the CSRs world, and a personal challenge.
The 21 chapters are:
1. Believe in the Insurance Industry
2. Practice a “No Surprise” Policy
3. Know That Every Agency Policyholder is Their Customer
4. Create Career Opportunities for Themselves
5. Remember Who They Are and Where They Are
6. Solve Problems Independently
7. Pursue Invincible, not Invisible
8. Foster Mutual Respect with Producers
9. Give Customers Five Reasons
10. Say This, Not That
11. Lead from the Front Line
12. Go the Extra Mile
13. Follow Up on Lost Business
14. Put Knowledge into Practice
15. Manage Their Time Effectively
16. Respond to Objections Confidently and Knowledgeably
17. Display a Positive Image in the Office
18. Maintain a Professional Business Network
19. Respect the Customer’s Point of View
20. Are a Valuable Resource
21. CARE About Their Customers
To achieve optimum results to turn service into sales, Great Service Sells is designed for group learning during CSR staff meetings.
To facilitate the meeting and guide CSRs to a service-selling mindset the following is recommended:
To order click one of the links below:
1 CD
recording (2 CD set) and 1 book
$71.95
1 CD recording (2 CD set) and 5 books
$123.75
What clients are saying about Great Service Sells:
"Emily Huling, simply put, understands the insurance business. This book,
as with all her other material, will help every agency and every individual
perform at a higher level."
Jeff Harrold, CPCU, CLU, ChFC
President
Auto-Owners Insurance Company
“I read your chapter "Great CSRs Know Every Policyholder is THEIR Customer" to all CSAs at our monthly meeting today. The message was timely after the busy holiday vacation season. I caught myself several times as I was fielding phone calls saying, "I don't usually handle your account" or "Your CSA is out, but I will certainly try." Thanks for the reminder to leave that out and just handle the clients’ business! I think it rang a bell for everyone.”
Sally P.
McClary, CIC
Business Insurance Manager
BB&T Insurance Services Greenville, SC
“Emily has
captured the essence of how to
maintain a profitable business. Her knowledge and insight set the
stage for establishing effective customer relationships and gaining a
competitive advantage. Emily provides a precise toolkit to avoid costly
mistakes, develop winning strategies and to make organizational goals a
reality.”
Jennifer Wood, CIC
President and CEO
One General Agency
“Emily Huling’s new book Great Service Sells has really hit the bull’s eye on what is required from every CSR in today’s business environment. Emily has taken the basic principles of service and kicked them up a notch to help every CSR succeed in delivering great service to their customers, their employers and the industry as a whole. We plan on using this new book as our focus for staff meetings in the coming year. This book is a must for every agency that wants to succeed into the next decade!”
Lesa H. Williams, CIC, CRM, CPCU, CBIA
President
Twin City Insurance Agency
To order click one of the links below:
1 CD
recording (2 CD set) and 1 book
$71.95
1 CD recording (2 CD set) and 5 books
$123.75