Overview
Learn to see service from the customers’ view. Here is a definitive study of quality customer service in the insurance environment. This course will teach you to establish rapport, develop relationships, listen actively, take ownership of problems, speak positively, and help irate customers.
Every insurance professional who has contact with clients faces the challenge of communicating so clients feel they have received the best service possible. The Customer Service for Insurers course will help develop the skills to communicate effectively in every customer interaction. All insurance personnel who work directly with clients can benefit from this course, including:
- Customer service representatives;
- Claims employees;
- Producers;
- Support personnel; and
- Underwriters
Learning Outcomes
After completing this course, you will be able to do the following:
- Explain what is meant by customer service and identify the “customers” that insurance professionals serve
- Explain why a focus on the customer is essential for the insurance industry in today’s highly competitive environment
- Use verbal communication skills effectively to deliver quality service
- Deliver optimal service on the telephone, from the time the phone rings until the caller hangs up
- Use proper etiquette with other communication tools, including automated phone systems, voice mail, e-mail, and fax
- Manage a customer’s problem or complaint through to a satisfactory conclusion
- Resolve specific types of challenging situations
