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Below is a listing of the documents that are available. Simply click on the document title to select that documents. The index is updated on a regular basis.
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Customer service
Dealing with difficult customers
Become adept at handling difficult customer situations by using the tips and tools provided in this resource kit. 4 pages
Working the phones—seven tips to make your call center more customer friendly
Covers seven tips that will increase the effectiveness of your agency call center to provide the utmost in customer service. 2 pages
Making the customer connection
A five-step process that will allow you to reveal needs and create value regarding the products and services you offer. 3 pages
How well do you know your clients?
Stresses the importance of knowing your customers so that you can provide the best coverage possible. 2 pages
Personal relationships work far better than sales techniques—satisfied customers make great salespeople
Teaches how important personal relationships are to creating successful businesses. 2 pages
Dealing with your customers’ time constraints
Attack the challenge of your customers’ time contraints by making the time spent more productive for both parties, using the three strategies discussed in this resource kit. 3 pages
Attract and retain good CSRs
This resource kit provides tips on how to attract and retain good CSRs. 2 pages
Handling the irate caller
Provides some basic strategies to use when speaking with unhappy, irate customers. 2 pages
Cash, swag and recognition—What motivates your CSRs?
Ideas to help successfully motivate CSRs and improve the climate of their working environment. 3 pages
Customer service centers can help your agency in today’s competitive market
Offers information on customer service centers and how using them could be beneficial to your agency. 2 pages
Are your CSRs familiar with government programs and pools?
Summary of the six common nonstandard pools to place coverage when a standard market is not an option. 2 pages
Maximize customer relationships in an unpredictable economy
Some popular methods in today’s tough economy to retain good customers. 3 pages
How to help your service team sell
This resource kit provides you with tips to help your customer service team try their hand at making sales. 2 pages
What’s on your customer service checklist?
A checklist of five ways to improve customer service and win long-term repeat and referral business. 2 pages
Broker liability: duty to defend
This resource kit discusses brokers being held liable for the insurance purchasing advice they provide to clients. 2 pages
Sample electronic delivery consent form
A sample consent form allowing you to electronically transmit policy information to your clients with their written sign-off. 1 page
Can your customers bind coverage by simply sending you an email?
A discussion of the necessity of having an email disclaimer for E&O purposes. 2 pages
Duty-of-care best practices
Offers a few best practices your agency can adopt to help minimize your E&O exposure. 2 pages
‘We’ve always done it this way’—it’s time to re-examine your carrier service centers
A discussion of what carrier service centers have to offer and how they could be a good fit for your agency. 3 pages