The goal for every agent is to have loyal clients. This webinar discusses understanding your client, helping angry clients, how to effectively listen to your clients, and being memorable-in a good way.
Outline
Housekeeping
Unauthorized Entities
Attendance
Introduction-Webinar will cover the following:
Understanding your client
Being prepared to serve your client
Helping an angry customer….immediately
Asking the customer for information
Listening to the client
Living up to your commitments to your client
Being memorable….in a good way
Surprising your client…..they are not used to proper customer service
Striving to keep the customer for life
What is Customer Loyalty
Difference between satisfied and loyal
Satisfied
Shop anywhere
Everyone did their minimum job
Overall experience was neutral, not negative
Loyal
Proactively refer others
Feels great about dealing with you
Proactively refer others
Report on the Importance of Customer Service by Forbes
86% of buyers will pay more for better customer service
70% of buying experiences are based on how customers feel they’re treated
70% of customers will do business again with the company that resolves their complaints
Loyalty Cycle
Step One-Awareness
Step Two- Initial Purchase
Step Three-Post Purchase Evaluation
Step Four-Decision to Renew
Step Five-Renew
2nd Hour
Study from Rockefeller Foundation Why Customer Leave
14%-Complaints were not handled
9%-The competition
9%-Relocation
68%-No special reason
Statistics from Customer Service Institute
65% of Company’s business comes from existing customers
Bad customer services lose 2% market share per year
Most businesses only hear from 4% of their dissatisfied customers
Feedback
Make it easy to provide feeback
If feedback involves a problem, fix it quickly.
Information to Know About Your Client
What they need to do their jobs well
Why they buy
What coverage issues do they have
What solutions have they been presented
What they need that they don’t know need
How often do they like to be contacted
How do they like to be contacted
Listening
Remember hearing is not the same as listening
Myths about listening
Listening doesn’t require any effort
Born a good listener
If you have to ask questions you are not a good listener
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.
State Approval Information Details
KS - This course is approved for 2 hours of credit - #6000114202
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No Group viewing for vod
PLEASE NOTE - THIS VIDEO ON DEMAND PURCHASE IS FOR INDIVIDUAL USE ONLY!! IF YOU ARE INTERESTED IN VIEWING THIS VIDEO ON DEMAND CLASS IN A GROUP SETTING PLEASE DO NOT FOLLOW THROUGH WITH THIS PURCHASE AND CONTACT SALLY SMITH DIRECTLY AT SALLY.SMITH@ABEN.TV!
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Additional Price
Additional Price
No Group viewing for vod
PLEASE NOTE - THIS VIDEO ON DEMAND PURCHASE IS FOR INDIVIDUAL USE ONLY!! IF YOU ARE INTERESTED IN VIEWING THIS VIDEO ON DEMAND CLASS IN A GROUP SETTING PLEASE DO NOT FOLLOW THROUGH WITH THIS PURCHASE AND CONTACT SALLY SMITH DIRECTLY AT SALLY.SMITH@ABEN.TV!