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Feelings: Customer Service for Those in Service Retail


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Course Description

5.0 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 5 hours, $125.00 (prices may change without notice: consult the VuBiz website)

Increase your awareness of customer needs and the importance of customer service to the success of the organization. Hone your communication, customer-relationship management, interpersonal, and personal-development skill.

This course is based on Service Quality Institute’s highly successful Feelings seminars—attended by over one million participants worldwide—and the book Feelings—Customer Care, by John Tschohl, a “customer-service guru” (Time and Entrepreneur Magazine).

5 Required Modules

Introduction to Feelings: Customer Service for Those in Service and Retail

Overview the content and the background of this course.

Understanding Why People Do What They Do
Sharpen your awareness of customer needs and the importance of your contribution to the success of the entire organization.

  • Identify why people feel the way they do about a particular company.
  • Redefine “customer” in a broad framework, and consider how attitudes are perceived by customers, co-workers, and families.
  • Examine positive and negative communication in relationships with customers.
  • Consider external customers, internal customers, your daily need for positive feedback, and word-of-mouth advertising.
Feelings: Customer Care—Part I
The way you feel about yourself affects your quality of service.
  • Examine aspects of personal growth and the benefits of positive communication.
  • Consider your personal goals for quality service, as well as your commitment and attitude in producing quality work.
  • Learn about zero, crooked, plastic, and hostile communications so you can build consistent quality-service habits with positive communication.
The Language of Positive Communication
Focus on positive daily encounters and successful events to offset negative experiences.
  • Further consider the meaning and consequences of zero, crooked, plastic, and hostile communication techniques.
  • Analyze the meaning and value of self-esteem in relating to others.
  • Examine telephone techniques and the importance of listening, rather than hearing.
Feelings: Customer Care—Part II
What image do you project to co-workers, family, friends, and clients?
  • Examine what others expect and ways to determine and satisfy customer needs.
  • Identify steps in handling dissatisfied or irate customers.
The Art of Satisfying Customers
Provide quality service through performance (delivery) and learning.
  • Consider appropriate promises to customers, the danger of the “know-it-all,” the importance of continuous learning on the job, the impact of positive communication on learning, and different methods of learning.
  • Identify barriers to positive communication and methods to overcome these barriers.
  • Consider the potential for future growth that dissatisfied customers provide.

Questions? Comments? Suggestions?

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