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Webcast

The NEW AIAM 120 Customer Service Part I


Total Credits: 2 including 2 CE Credit

Average Rating:
   111
Categories:
AIAM Training
Faculty:
Jeff Odom
Duration:
2 Hours
License:
Product Setting: Expires 30 day(s) after program date.

Dates


Description

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

2nd 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

Course Materials

Faculty

Jeff Odom's Profile

Jeff Odom Related Seminars and Products

Education Instructor & Insurance Analyst

Florida Association of Insurance Agents


Jeff graduated from FSU in 1988 and began his insurance career as both a general lines and life and health insurance agent with an independent insurance agency. He moved to the education side of insurance by taking a position with the Department of Financial Services (formerly Department of Insurance), working in the continuing education section. Jeff spent his last four years there the administrator of Continuing Education. At FAIA, Jeff's duties include writing, updating, and revising FAIA's Florida Insurance Research Library, and teaching.


Dates

Wed, Apr 03, 2024 - 12:00pm to 01:51pm CDT
Thu, Apr 18, 2024 - 02:00pm to 03:51pm CDT
Fri, May 10, 2024 - 08:00am to 09:51am CDT
Wed, May 22, 2024 - 10:00am to 11:51am CDT
Thu, Jun 06, 2024 - 12:00pm to 01:51pm CDT
Tue, Jun 18, 2024 - 02:00pm to 03:51pm CDT
Fri, Jul 05, 2024 - 08:00am to 09:51am CDT
Tue, Jul 23, 2024 - 10:00am to 11:51am CDT
Mon, Aug 12, 2024 - 12:00pm to 01:51pm CDT
Thu, Aug 22, 2024 - 02:00pm to 03:51pm CDT
Thu, Sep 12, 2024 - 08:00am to 09:51am CDT
Wed, Sep 25, 2024 - 10:00am to 11:51am CDT
Wed, Oct 02, 2024 - 12:00pm to 01:51pm CDT
Thu, Oct 17, 2024 - 02:00pm to 03:51pm CDT
Tue, Nov 12, 2024 - 08:00am to 09:51am CST
Fri, Nov 22, 2024 - 10:00am to 11:51am CST
Wed, Dec 04, 2024 - 12:00pm to 01:51pm CST
Tue, Dec 17, 2024 - 02:00pm to 03:51pm CST

State Specific Details

State Approval Information Details KS - This course is approved for 2 hours of credit - #6000114221

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Total Reviews: 111