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Webcast

The NEW AIAM 120 Customer Service Part II


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. 

AIAM 120 Part 2

2 Hours

Hour 1

I. Listen to the Customer

            a. What happens when we truly listen

b. Difference between hearing and listening

c. When you listen to your client you are telling the client:

            i. I want to understand you

            ii. I want to understand your needs

            iii. I want to solve your problems

d. Assess yourself

e. Complaining Customers

            i. Hilton Example

            ii. Ritz-Carlton

            iii. Three ways to make the customer right

            iv.  Five ways to deal with customers

  1. Don’t take it personally
  2. Make it a challenge
  3. Listen fully
  4. Respectful tone
  5. Talk about what you can do

2nd Hour

II. Knowing the difference between empathy and sympathy

III. Help them

            a. Ways to help them

            b. WOW factor

IV. Invite them back

            a. How a customer know they are invited back

            b. When to thank the customer….every chance you get

            c. Words that should never leave our mouth

            d. 10 most important words our clients can hear from us

V. Evaluate Yourself

VI. Recap

  1. Greet
  2. Value
  3. Ask
  4. Listen
  5. Help
  6. Invite

VII. Evaluate yourself above competitors

Housekeeping

Unauthorized Entities

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

State Specific Details

State Approval Information Details KS - This course is approved for 2 hours of credit - #6000114220

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