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Customer Service Certificate
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Course Description

13.0 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 12 hours, $79.00 (prices may change without notice: consult the VuBiz website)

Increase sales with increased customer service.

Learn to create and maintain valuable customer relationships, create winning first impressions, overcome barriers, diffuse tensions, improve telephone technique, address different audiences, amplify communication, and define the sales processes. Hone your skill in business management, communications, customer-relationship management, and interpersonal relationships.

12 Required Modules

Providing Service Excellence
Customer service should be easy to deliver, but it cannot be fully automated by technology.
  • Learn the value of superior customer service and how to provide it.
  • Define the basics of good service, and acknowledge the customer’s service expectations.
  • Understand how to communicate effectively with your customer.
  • Refine your ability to manage difficult situations and develop a customer-friendly attitude.
Creating Valuable Customer Relationships
Discover the advantages to you and your customers of reaching out to each other and communicating openly.
  • 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.
  • Discover some strategies for managing relationships with challenging personality types.
Telephone Skill
Do you play telephone tag and have a full voice-mail box?
  • Examine the seven basic factors to consider for proper in-bound call management and the skill sets that control how well you communicate on the telephone.
  • Learn measurement tools for monitoring your telephone performance, methods to reduce communication errors, and up-selling to improve customer service.
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.
  • Learn the visual and verbal elements that influence first impressions and how to manipulate them.
  • Learn elements of effective communication.
  • Examine internal and external barriers to effective communication.
  • Analyze strategies for overcoming communication barriers.
Helping and Keeping Clients
Build a long-term, productive relationship by showing clients you are committed to meeting their needs.
  • Identify levels of client need as outlined in Maslow’s hierarchy of needs.
  • Identify three key ways that people make decisions.
  • Identify techniques for understanding and relating to clients.
  • Identify the purpose of regular follow-ups with clients.
Diffusing Tense Situations
Conflict is inevitable but can seriously damage your relationship with your client and cause the client to sever ties with your company.
  • Learn to recognize characteristics and stages of overt and covert conflicts.
  • Develop strategies for diffusing tense situations before they escalate.
Body Language on and off the Phone
Body language is conveyed over the phone.
  • Examine aspects of body language, how to improve your message by being aware of, or changing, your body language, and ways that body language is perceived over the phone.
Practice Active Listening
How often have you attended a meeting with a client or colleague and walked away without a clear recollection of what was discussed?
  • Examine the difference between hearing and listening.
  • Outline the steps to become an active listener.
Providing Quality Service
More than just meeting client expectations, “quality service” is a business philosophy and management technique that focuses on exceeding client expectations. A key component of quality service is quality communication.
  • Examine quality objectives and ways to demonstrate your commitment to quality.
  • Learn how to measure quality communication.
  • Find ways to avoid and resolve quality communication breakdowns.
Communication Styles
Each company needs to communicate internally with all levels of employees and externally with clients, stakeholders, suppliers, and the general public.
  • Examine different expectations for internal and external communication.
  • Define upward, downward, and lateral communication.
  • Learn to identify different communication styles, document formats, and communication mediums for different audiences.
  • Consider steps and techniques that will improve your ability to communicate effectively.
Essential Multicultural Communication
Cultural diversity is expressed in language that varies between cultures: vocabulary, tone, level of formality, and degree of urgency in messages. Reduce cultural errors that may alienate clients.
  • Learn about communication issues, including cultural similarities, differences, symbols, and practices, that arise from living and working within a diverse community.
  • Define culture and identify different forms of culture.
  • Consider several universal systems and methods to avoid stereotypes.
  • Identify guidelines and structures for effective verbal, non-verbal, and written communications.
Introduction to Sales Process
The sales process, from initial client contact to fully satisfied client purchase, involves top-quality customer service that meets the real needs of your clients.
  • Identify the buying and the selling stages to improve your sales technique.
  • Learn techniques for active listening and questioning.
  • Outline ways to establish need, present a product, and close a sale.

Questions? Comments? Suggestions?

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