Make-Or-Break CSRs

Working as a customer service representative is often a thankless job but not today. As a judge for the "National Outstanding CSR of the Year" award for quite some time now, I can't help but marvel at how these front-line troops can make the difference in keeping an account on the books, and enjoy sharing their war stories and insights with you.

Now that the market is softening and competition is heating up, agencies cannot afford to alienate clients with poor customer service. That's why this year's essay topic "Four Ways CSRs Can Make or Break an Agency" is right on the money.

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