Registration: 7:30am - 8:00am 

Class Time: 8:00am - 5:00pm

Member Price: $135 / Non Member Price: $135

Course #: C70950              Credits:  6 GEN

• Learn the basic needs of customers including: the need to be understood; the need to feel welcome; the need to feel important; and the need to feel comfortable with the service representative.
• Understand human differences by exploring: your personality/behavior style; the personality/behavior style of others; and dealing with various personality styles.
• Define high-quality customer service and how this might vary with each customer.
• Learn the "dynamics" of customer service including: understanding the role of each person on the service team; the impact of service on acquiring, retaining, and recovering accounts; and understanding the success process.
• Develop skills in the areas of: creating a positive image; building credibility with colleagues and clients; using verbal and non-verbal communication effectively; the areas of follow-through and follow-up.
• Build rapport and influence with clients and carriers. Topics include: Making a good impression; Dealing with difficult clients; When to get help; and Avoiding the 10 deadly sins of customer service.
• Develop skills in listening and communication including: the art of listening; and effective questioning.
• Refine service skills for sales opportunities. Topics include: customer service through account development, policy upgrading techniques; and cross-selling techniques.
• Tips for effectively using voice mail and e-mail.