Program Brief

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.

Program Goals

At the end of the training program, the participant should be able to:

  • Understand the concept of customer service and its main foundations to make sure the needs of the customer are well identified and met.
  • Learn key customer service skills so that he can communicate and deal with them professionally.
  • Measure and analyze the customer experience in order to provide a unique, great experience for the customer.
  • Identify optimal mechanisms for addressing customer complaints so as to gain their satisfaction and loyalty.
  • Be aware of the different personalities of customers in order to determine the right way to deal with each of them.
  • Gain a better understanding of the legal context that governs insurance client relationships; to avoid breaching.
Program Agenda
Module 1: Introduction to “Customer Service”
  • 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?

                    Module 2: Introduction to Customer Experience (CX)
                    • 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

                                                    Module 3: Communication Skills
                                                    • 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

                                                                                    Module 4: Customer Satisfaction
                                                                                    • 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

                                                                                                          Program Requirements
                                                                                                          • Pass the professional exam for Insurance Foundations

                                                                                                          -

                                                                                                          Program Path

                                                                                                          Names of the training programs that are integrated (enriched) with the training program:

                                                                                                          • Not Available

                                                                                                          Names of the training programs that after the training program:

                                                                                                          • Not Available
                                                                                                          Program Method
                                                                                                          • Lecture
                                                                                                          • Dialogue Teams
                                                                                                          • Role-play
                                                                                                          Evaluation Method
                                                                                                          • Pre Exam
                                                                                                          • Post Exam
                                                                                                          • Discussion Panel
                                                                                                          Training Type
                                                                                                          • Online Training
                                                                                                          Partners

                                                                                                          Not Available

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