Gaining Cooperation is designed to help anyone who deals with customers on a regular basis. Sometimes customers can be uncooperative. They may not want to sign a form, give information, or supply documentation, even if it is to their benefit. This book provides the reader with a simple three- step process to not only getting the customer's cooperation, but to improving customer service. Some basic maxims are outlined and explained to help the reader gain the cooperation they are looking for. Maxim #1: Great negotiators never argue with reasons, they argue with facts. Maxim#2: You never have...

A MUST read for anyone involved in the insurance claims industry. The 8 Characteristics of the Awesome Adjuster provides a glimpse into what the most effective claims professionals do to make their jobs easier. Attitude; Customer Service/Empathy; Initiative; Continuing Education; Teamwork; Time Management; Desire for Excellence; Interpersonal Skills; The author provides real-life scenarios that will have true meaning to anyone who has ever dealt with a customer. He often provides interesting and humorous true stories to outline each of the characteristics, and offers practical advice on how...

This book explores the connection between one's attitude toward his/her job responsibilities and one's ultimate performance. It makes the case that a person's performance is 80% their attitude toward their job, and only 20% their technical skill level and knowledge. The author separates Performance Attitude from what is commonly thought; that having a good attitude is simply being "being happy all of the time." Many real-life examples are provided where an individual's performance was either improved or diminished simply based on how they described their job. This is explored in detail in the...

Gaining Cooperation is designed to help any Workers' Comp Professional who deals with injured workers on a regular basis. Sometimes injured workers can be uncooperative. They may not want to sign a form, give information, or supply documentation, even if it is to their benefit. This book provides the reader with a simple three- step process to not only getting the injured worker's cooperation, but to improving customer service. Some basic maxims are outlined and explained to help the reader gain the cooperation they are looking for. Maxim #1: Great negotiators never argue with reasons, they...

The Claims Cookbook: A Guide to Culinary Job Satisfaction. A cookbook for claims professionals. These are REAL recipes for delicious meals, but with a claims professional twist, such as Boston "Claim" Chowder and "Attorney Red Beans and Lies." Each recipe comes with a humorous story that any claims professional can relate to. The only cookbook in the world written by claims professionals for claims professionals. Other recipes include: Claimant Crab Cakes So Sue Me Sushi Fender Bender Splendor The DUI Daiquiri The Car-Tini Fresh Fraud Cod Chicken TORTellini Corned Beef and Crash Negotiation...