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Attaining Excellence for Leaders and Managers
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Course Description

5.0 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 10 hours, $39.00 (prices may change without notice: consult the VuBiz website)

Learn powerful new coaching skills that will allow you to make significant improvements in customer service, quality, and employee self-worth.

5 Required Modules

Attaining Excellence for Leaders and Managers: An Introduction

What is customer service and why is it beneficial? Overview goals, results, and benefits of a customer-service focused approach. Identify the five key customer-service elements.

Moments of Truth

Define customer service and the role of the customer-service coach. Identify opportunities to access and to exceed customer wants and needs.

Identifying Customer-Service Outcomes and Performance

Find evidence of successful customer-service encounters, and then work with employees to minimize the gaps in customer service. Explain the results of failing, meeting, and exceeding a customer’s needs and expectations.

Coaching Qualities and Expectations

Learn how to support your employees through service-standard reviews, job-performance skill, and other coaching techniques that activate employee potential, accomplish key outcomes, and build customer service.

Communicating Quality-Service Standards

Develop descriptions and employee reviews of performance standards, questions that generate an “exploring” mindset, and other communication tools that cultivate a positive, trusting environment that will promote quality-service standards and improve customer service.

Coaching for Performance

Use coaching strategies to identify causes of poor employee performance, deliver positive and negative feedback in a non-threatening manner, and promote employee teamwork.

Questions? Comments? Suggestions?

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