First Class Service – Strengthening the Connection with your Customers
Staying competitive in today’s marketplace is more challenging than ever. Today’s customers are well informed and technologically savvy, expecting better information, better access, better service and better relationships than ever before. Therefore, differentiating your services from industry competitors is vital to maintaining a successful and profitable business.

You will learn some tips, strategies and techniques to help you position your brokerage more effectively, while learning key ways to differentiate yourself and your brokerage. Using the five-step ‘I-Care’ model will ensure you can provide consistent service throughout your brokerage and reduce conflict situations. Finally, you will learn how to put ‘high touch’ back into our ‘high tech’ world.

Program Outcomes:
  • Understand the customer viewpoint and what they want
  • Rate your brokerage against common best practices in customer service
  • Rate your customer service skills and identify skill gaps for growth
  • Develop strategies to differentiate your business and ‘wow’ your customers
  • Explore the impact of having a ‘can do’ culture in your brokerage
  • Practice using positive language in tough times
  • Learn techniques for handling ‘difficult situations’
  • Practice the five-step ‘I-Care’ model for providing customer service in the insurance industry
  • Complete a customer service skill practice activity to reinforce the I-Care model.

Recommended For:
  • Brokerage Owners
  • Producers
  • Managers
  • CSR’s

Facilitator:  Colleen Carruthers, B.Ed (A.Ed)., CTDP, PCC

IBAO Toronto Date: Thursday, June 24, 2010

Time: 9:00 am - 4:30 pm

RIBO Accreditation: 6 Personal Skills Hours

Cost:
  • $199.00
  • Includes materials and lunch


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