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Customer First Series
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Course Description

11.0 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 11 hours, $99.00 (prices may change without notice: consult the VuBiz website)

Your customers will make you or break you, and developing relationships is the bottom line. Examine issues such as rapport and trust, and identify what clients want in terms of communication. Learn some techniques for establishing trust and eliminating negative messages from your communication, both of which will have a significant impact on your client relations.

11 Required Modules

Communication Basics
You're convinced that you said it clearly, but the person you were talking to just didn't seem to get it. You might as well have been speaking two different languages. With the basics of effective communication, gain greater confidence in your ability to make sure that your messages are understood.

Developing Strong Customer Relationships
Your customers will make you or break you, and developing relationships is the bottom line. Find out how you can provide consistent and legendary customer service to maintain your competitive position.

Customer Loyalty
Whether you're an employee or a manager, you need a basic understanding of and tools for building customer loyalty. Examine basic principles and approaches to dealing with customers and creating loyal, repeat customers.

Handling Difficult Customers
Today's information-age customers are the most informed and demanding shoppers ever. For a service representative, meeting the demands of one of these savvy customers can be a customer service nightmare! Find out how to calm angry customers and resolve their complaints while keeping your cool.

Creating Winning First Impressions
First impressions are made within minutes but last much longer and can seriously affect a client's decision to choose you and your company or to go elsewhere. Lean the visual and verbal elements that affect first impressions and how to control them. Examine the effective communication skills that will help maintain a positive impression.

Creating Valuable Customer Relationships
Good customer relations are a key success factor in any business. Learn how to build rapport and trust with customers by reaching out to each other, delivering what customers want, and eliminating negative messages from your communication. Examine some challenging personality types and strategies for dealing with them.

Communicating Proactively
Examine three proactive communication models—the explanation model, agreement model, and closure model. These models and multiple examples that will help you identify the components of each will teach you how to become a stronger, more positive communicator.

Work Process Basics
Every work process is part of a larger process, and customer service is no different. Understanding the process flow and scope is the key to establishing 100 percent conformance in order to keep quality a number one priority. Identify the requirements necessary to produce quality work, define process flow and scope, look at inputs and outputs, and examine listening skills to ensure that customer requirements are met.

Practice Active Listening
How often have you attended a meeting and walked away without a clear recollection of what was discussed? You heard what was being said, but you weren't really listening—and that's the problem. Active listening—a skill that few of us possess—will improve your ability to provide quality service to your customers. Learn the difference between hearing and listening, and the steps involved in becoming an active listener.

Writing Effective Emails
Improve your ability to write effective emails to clients or customers as well as emails to send internally.

Telephone Techniques
Many people overlook the importance of telephone communications, yet the telephone is the most common means for customers to contact a firm. Lack of understanding about effective telephone techniques can lead to lost sales or customers. In this introduction to effective telephone techniques, learn telephone skills that help boost organizational success and professionalism.

Questions? Comments? Suggestions?

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