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    Ethics Center

    Our exhaustive library of resources and guidelines designed to help professionals  maintain a sterling reputation founded on trust, ethics, and best practices.

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    Customer Service

    Dazzle Your Customers: Seven Golden Service Principles

    By: on April 6th, 2016 • Comments: 0

    “Do unto others as you would like others to do unto you.” The so-called Golden Rule has guided human conduct since time immemorial. It was known in the Middle Kingdom of ancient Egypt (ca: 2000 B.C.), in Babylon, as expressed in the Code of Hammurabi, and in ancient Greece. It also appears in one form or another in most major religions. Why has this moral concept had such a large impact on humankind? Because it’s morally right—and pragmatically smart!

    (Read More)


    Customer Service

    Policy Lapses Could Prove Costly to Agents

    By: on December 28th, 2015 • Comments: 0

    An insurance broker in Louisiana is being sued by a widow who claims her husband was not properly notified when it was time to renew his policy, which ended up lapsing before his death.

    This real-life case, reported in the Oct. 8, 2015 Louisiana Record, brings up a fundamental question about whether or not the agent bears responsibility to make sure a client is made aware when a policy is in danger of lapsing.

    (Read More)


    Customer Service

    CEX Sells: Why Service Trumps Sales for Financial Advisors

    By: on September 30th, 2015 • Comments: 0

    Have you ever failed to return a customer call because you were busy with a sales proposal? Do you spend more time planning a new sales seminar than on holding client appreciation events? Does bringing on a new client excite you more than hearing from a long-term client? If so, you’ve fallen prey to the fallacy that an advisor’s most important job is selling.

    (Read More)


    Customer Service

    Comcast Call from Hell: Ethical Lessons for Frontline Employees

    By: on July 17th, 2014 • Comments: 0

    What’s worse than requesting service from your phone or Internet provider? Listening to the Comcast Service Call from Hell.

    (Read More)


    Customer Service

    Defusing Conflict: Should You Bring a Feather to a Fight?

    By: on January 17th, 2014 • Comments: 0

    Traveling by air brings out the worst—and the best—in people. This became starkly obvious during an NEA staffer's recent flight from New York to San Diego.

    (Read More)


    Customer Service

    Go the Extra Mile: Your Reputation Will Thank You

    By: on March 14th, 2013 • Comments: 0

    We all give lip service to the concept of “going the extra mile” (GEM). But when time or budgets are short, it’s easy to do business as usual, delivering the products and services our customers merely expect to receive. This is bad news for the customer, of course. But it’s also good news for companies that figure out how to provide sustained levels of GEM.

    (Read More)


    Customer Service

    Apology Accepted: How to REALLY Make Amends with Customers

    By: on December 21st, 2012 • Comments: 0

    As a small business owner, you’ve no doubt made your fair share of mistakes. And hopefully you apologized to your customer(s) afterward and promised to make things right. But there’s a big difference between a perfunctory apology and a really strong one, especially when you're apologizing in writing. A weak apology won't help your cause much and may, in fact, anger the customer even more. But a strong one will repair the damage, retain the customer, and ultimately grow your company's brand.

    (Read More)


    Customer Service

    Customer Service Ethics: Beware the Dark Side

    By: on December 9th, 2011 • Comments: 0

    Years ago, an NEA team member worked for a large auto insurance company as a claims service representative. He was part of the front line team responsible for taking accident reports from the company’s customers. It was a low-paying, high-stress job, held by a motley crew of college students, teachers, and working Moms.

    (Read More)


    Customer Service

    Customer Service: Deliver or Die

    By: on August 26th, 2011 • Comments: 0

    It’s a dog-eat-dog customer service world. Which means companies that deliver the best service wins, and the ones that don’t die. Do you want to be a survivor? Then figure out the service your customers want and then deliver it!

    (Read More)


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    Want to become a force for good in business?
    Then commit yourself to treating your customers right.
    Taking the National Ethics Association Business Integrity Pledge is a great first step.