The NEW AIAM 120 Customer Service Part I - VOD

AIAM 120 examines the six things each of clients want from their insurance agency:

1. To be greeted
2. To feel valued
3. To be asked what they want
4. To be listened to
5. To be helped
6. To be invited back. 

Outline

Part 1

Hour 1

I. 6 Things Our Clients Want From Us

            a. To be greeted

            b. To feel valued

            c. To be asked what they would like

            d. To be listened to

            e. To be helped

            f. To be invited back

II. To be greeted

            a. Eye contact-even on the phone

            b. Thanking them for seeing/listening to you

            c. Attitudes      

                        i. I don’t want to be bothered

                        ii. I don’t care

                        iii. I don’t like you

            d. What do you expect as a customer?

            e. Make sure the client in the first few seconds says to themselves:

                        i. I like this person

                        ii. I feel good about this person

                        iii. I want to do business here

2^nd Hour

III. To feel valued

            a. Focus on the customer

            b. Ways Loyalty pays

            c. How to get good at valuing people

            d. Make sure the customer knows they come first

            e. Don’t take customers for granted

IV. Ask them what they want

            a. 3 things to ask the customer

            b. 3 ways to get good at asking the customer if you can help them

            c. Making loyal customers is cheaper than attracting new customers

            d. Embracing the customer to complain

                        i. Hilton example

                        ii. Ritz

            e. Expectations when you complain

            f. How to deal with a angry customer

                        i. Don’t take it personally

                        ii. Make it a challenge

                        iii. Don’t take the I’m right, You’re wrong attitude

                        iv. Make the customer feel right

                        v. Listen

                        vi. Respectful tone

                        vii. Difference between sympathy and empathy

V. Conclusion of Part 1