September/October 2005 - Volume 84, Number 5

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Cover Story

ID Crime Can Happen to Anyone: Are You Prepared?
by Detective Robert E. Harris
It's all over the news. Identity theft is on the rise. Learn how to take specific precautions and reduce exposure to identity theft and what to do if you become a victim.

Features

Running Your Business
Handling the Irate Caller
by Nancy Friedman
Anyone in customer service has run into the irate customer now and again. Knowing how to defuse the situation and get a positive outcome will set your company apart from others. Learn the seven steps to providing customer service in the most difficult situations.

Running Your Business
Rules of Engagement for Difficult Conversations
by Rhoberta Shaler, Ph.D.
Research shows that many people will quit their jobs rather than manage the interpersonal conflicts at work. But you can learn how to handle these conversations to be a win-win for both parties.

Departments

Technology Corner
What's SMART About eTitle Documents?
by Rachael Sokolowski
The advent of SMART documents will take the title industry one step closer to all electronic closings. Learn what a SMART document is and how it can help your company.

Inside ALTA®
New Features on the ALTA® Web Site Make Your Job Easier
by Kelly Romeo
ALTA® recently added several features to www.alta.org including a classified ad section, an eBay section, a special section for committees to do work, and an updated Technology Products and Services Directory. Learn how you can take advantage of these new member benefits.