INSURING QUALITY: How To Improve Quality, Compliance, Customer Service, and Ethics inthe Insurance Industry
by: Hedy & Les Abromovitz

This book is actually written by insurance professionals for other insurance professionals, but it is written in such a common sense and easy to read style, that we recommend it to anyone who would like to see how the industry can improve.

The authors are pretty even handed as they review various aspects of how companies affect their relationships with customers. Critical of the industry, yes, but because they see the oportunities for improvement.

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