Overview
The content of the Customer Service Excellence in Insurance course makes your road to learning about this aspect of insurance more effective, easier and more enjoyable than ever. Its streamlined approach strikes a careful balance between depth of coverage and ease of learning. It’s world- class learning design - with insightful examples, thought primers, learning activities, case studies and review questions - ensures that you will have a richer understanding of the subject theory and practices.
In your professional journey with the Executive Certificate in Customer Service Excellence in Insurance, you will develop knowledge and understanding of the importance of customer service in a financial services environment. In particular, you will explore the knowledge and skills employees need to have to deliver exceptional customer service in the insurance industry.
Download BrochureLearning Outcomes
By the end of this course, you should be able to:
- Outline the parameters of customer service;
- Distinguish between insurance as an intangible product and other tangible products;
- Explain the importance of customer service in a service industry;
- Examine the competitive advantage derived from excellence in customer service; and
- Discuss what constitutes customer service excellence.
Course Outline
- 1.1: Learning Outcomes
- 2.1: What is Customer Service?
- 2.2: Customer Service and Customer Behaviour
- 2.3: Excellence in Customer Service
- 3.1: Customer-Focused Culture
- 3.2: Organisational Teamwork in Customer Service
- 3.3: Service Excellence Strategy
- 4.1: Customer Service Technology
- 4.2: Technology and Benchmarks
- 4.3: Customer Service Processes and Measurement
- 4.4: Better Customer Service Through Technology
- 5.1: Key Stakeholders of Customer Service Excellence
- 5.2: Selection of the Right Staff and Equipment
- 5.3: Training and Development of Recruited Staff
- 5.4: Evaluation of Staff Effectiveness
- 5.5: Motivation of Customer Service Staff
- 6.1: The Role of The Customer
- 6.2: Meeting Customer Expectations
- 6.3: Communication in Customer Service
- 6.4: Effective Communication In Customer Service Excellence
- 7.1: Listening to and Understanding the Customer
- 7.2: Interacting with Customers
- 7.3: Succeeding in Customer Service
