| | Searching Current Courses For Fall 2016 |
| |
Course: |
INS 203
|
|
| |
Title: | Found of Ins Cust Service |
|
| |
Long Title: | Found of Ins Cust Service |
|
| |
Course Description: | A one-semester course insurance property & casualty customer service course supporting the insurance agent or insurance company personnel in meeting and exceeding the needs and expectations of the customer. Course provides a thorough introduction to the knowledge, skills, and perspective every person in the insurance industry needs to work effectively with customers. |
|
| |
Min Credit: | 2 |
|
| |
Max Credit: | |
STANDARD COMPETENCIES:
I. Demonstrate an understanding of the knowledge and skills needed to work effectively with insurance customers.
II. Develop an understanding of the needs and expectations of the customer.
III. Apply communication techniques for verbal and nonverbal communication with the customer. Accept responsibility for their own learning
TOPICAL OUTLINE:
I. Introduction to Customer Service
II. Exceptional Customer Service
III. The People Who Drive Customer Service: Selection & Training
IV. The People Who Drive Customer Service: Evaluation and Motivation
V. Understanding Customer Expectations, Perceptions and Behavior
VI. Customer Service and Communication
VII. Types of Communication
VIII. Listening to and Understanding Customers
IX. Interacting with Customers
X The Customer-Centric Organization
XI. Organization and Teamwork in Customer Service
XII. Customer Service Workflow and Measurement
XIII. Better Customer Service Through Technology
XIV. Succeeding in Customer Service
Skip to top of page
