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Webcast

The NEW AIAM 120 Customer Service Part II


Total Credits: 2 including 2 CE Credit

Average Rating:
   5
Category:
AIAM Training
Faculty:
Jeff Odom
Duration:
2 Hours
License:
Access for 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

Mon, Jun 06, 2022 - 01:00pm to 02:52pm EDT
Wed, Jun 15, 2022 - 09:00am to 10:52am EDT
Wed, Jul 20, 2022 - 01:00pm to 02:52pm EDT
Mon, Jul 25, 2022 - 09:00am to 10:52am EDT
Mon, Aug 01, 2022 - 01:00pm to 02:52pm EDT
Wed, Aug 17, 2022 - 09:00am to 10:52am EDT
Wed, Sep 21, 2022 - 09:00am to 10:52am EDT
Mon, Sep 26, 2022 - 01:00pm to 02:52pm EDT
Mon, Oct 03, 2022 - 01:00pm to 02:52pm EDT
Wed, Oct 19, 2022 - 09:00am to 10:52am EDT
Mon, Nov 07, 2022 - 01:00pm to 02:52pm EST
Wed, Nov 16, 2022 - 09:00am to 10:52am EST
Mon, Dec 05, 2022 - 01:00pm to 02:52pm EST
Wed, Dec 21, 2022 - 09:00am to 10:52am EST

State Specific Details

State Approval Information Details NJ - This course is approved for 2 hrs CE - Course# 88904048

Reviews

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Overall:      5

Total Reviews: 5

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