The Ultimate Account Manager

Tuesday, October 15, 2024 - Wednesday, October 16, 2024

MOVE FROM REACTIVE TO PROACTIVE CUSTOMER SERVICE AND TRUE ACCOUNT MANAGEMENT

• Enhance their skills, productivity, and effectiveness
• Acquire powerful methods that will help them implement world-class customer service
• Reduce errors and omissions exposures
• Develop true career satisfaction

*This course is a Hybrid course.  During the registration process, please select if you will be attending in person or virtually. 

*If you are registered as a virtual attendee, a registration link will be sent to you IIANC, 1 business day before class.  Please be sure to check your spam mail if you do not see the email in your inbox.

No more reactive customer service! The Ultimate Account Manager will provide you with practical solutions to your most chanllenging real world issues as an account manager. Through this program you will enhance your skills, productivity, effectiveness and become balanced in your daily worklife and provide proactive customer service to your clients. The topics that will be covered in this program are:

The Ultimate Account Manager
The focus of this module is the day-to-day chanllenge that an account manager faces in their quest to become extraordinary.  Technical training is important, but equally so is the ability to manager multiple priorities, prioritize incoming work, manager multiple producers, stay current and create unforgettable customer experiences. 

Client Value and Desk Management
This module focuses on helping Account Managers understand what really constitutes value in the eyes of the insurance buyer buy providing quality communication.  We also take a look at how account managers can implement a simple desk management system to help them keep on track with their work and assist their customers in a timely maner. 

Risk Management and Contract Analysis
Rather than simply selling insurance policies, today’s outstanding independent agency also uses a risk management approach when working with prospects and customers
and focuses on solving problems and reducing the overall cost of risk.  It’s important that Account Managers have a thorough understanding of the risk management process and how insurance serves as the technique of last resort.

Errors and Omissions Risk Control
In this module, the emphasis is on errors and omissions (E&O) loss control, especially when dealing with Certificates of Insurance and the many challenges presented to the agency by those who request and require them.

Effective Communication
Effective communication is at the heart of great customer service, especially now when so many impersonal tools are available.  While technology serves its purpose, it’s more important than ever that an agency add the “personal touch” that has been the strength of the independent agency system since its inception. Understanding how to actively listen and respond appropriately when a client has a concern is something only humans (and some animals) can do, but it’s far from a “soft” skill – in fact, they’re some of the most difficult skills to acquire and master.

What Will Be
In this module we will examine our agencies in light of the realities of today’s world.  A widespread talent crisis, a global pandemic, climate change, and a host of other major issues are conspiring to change forever the way our agencies operate.

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