With the growing competition in today's world, "customer service" is one of the most important factors that determine the extent to which organizations succeed in developing and maintaining business. This program is designed to familiarize participants with the “customer service” skills needed to deliver a unique and distinct “customer experience”; It includes understanding customer expectations, meeting their needs to ensure their satisfaction, and earning their loyalty. Giving them a comprehensive perception of customer service culture in successful companies. The program also addresses the legislative and regulatory environment that governs the relationship of insurance companies to their customers.
At the end of the training program, the participant should be able to:
1 Definition of “Customer Service”
Why is Customer Service important to Organizations?
Who Participates in Customer Service?
2 Who is the “Customer”?
Types of Customers
Individual, Corporate, and VIP
Internal Customer
3 Foundations of Customer Service
Methods to Identify the Client Needs
Methods to Address the Client Needs
4 Attitude towards Customer
5 What does the Customer want?
1 Definition of Customer Experience (CX)
2 Customer Experience Vs Customer Service
3 Importance of Customer Experience
4 The Customer Journey
5 Customer Lifecycle
Awareness/Discovery
Evaluation/Persuasion
Purchase
Experience
Bonding
Advocacy
6 Measure
Customer Effort Score (CES)
Customer Satisfaction Score (CSAT)
Time to Resolution (TTR)
7 Customer Centricity
Customer Oriented Service
The Client Voice
8 How to Make a Great Customer Experience
1 Definition of Communication
2 Communication Goals
3 Types of Communication
Non-verbal Communication
Verbal Communication
Written Communication
Telephone Communication Etiquette
Voice Tone
Formal
4 Listening (Active Listening)
5 Meeting the Customer Professionally
First Impression
Knowing Your Customers (KYC)
6 Types of Customer Personality
How to deal with Expressive/ Assertive Customer?
How to deal with the Analytical Customer?
How to deal with the Amiable/ Friendly Customer?
How to deal with the Driver (Dominant Behavior)?
7 Barriers of Effective Communication
1 How to Improve Customer Satisfaction?
2 Customer Loyalty
3 Customer Complaints
Definition of Complaint
What is the Cost of Poor Customer Service?
List Types of Customer Complaints
List Reasons of Customer Complaints
Understanding the Customer Problem
Solving Problems
How to Deal with a Difficult (or Angry) Customer?
4 Understanding Basic Human Emotions
5 Legal Background: Insurance Market Code of Conduct Regulation
Pass the professional exam for Insurance Foundations
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Names of the training programs that are integrated (enriched) with the training program:
Names of the training programs that after the training program:
Not Available
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