Customer Service for Insurance Professionals

Overview

Gain an understanding of continuous improvement principles and develop the customer focus you need to attract and keep customers.

This course will teach you the continuous improvement principles that will help you attract new clients while retaining current customers. It will provide you with a comprehensive overview of the role of customer service in insurance organizations and the skills service providers need to deliver exceptional customer service. The course describes important customer service functions, processes, and technologies.

Learning Outcomes

After you complete this course, you should be able to: -

Explain why insurance organizations are experimenting with quality initiatives;
Explain how the characteristics of the insurance product influence customer satisfaction;
Better serve your clients with an enhanced understanding of customer needs and motivations;
Increase your productivity and efficiency by learning how to identify and improve key business processes;
Provide quality customer service by effectively monitoring and adjusting to change;
Identify how the benefits of insurance relate to the personal experiences of consumers;
Explain why insurance is classed as a service.

Course Outline

Price: US$175

Course Features

Modules 36
Duration 6 Weeks
Content Type Text & media
Assessment Yes
Pass Percentage 70%
Certificate Yes

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Overview

Learning Outcomes

Course Outline

Module 1: Course Overview

Module 2: The Nature of Insurance Business

Module 3: Characteristics of the Insurance Product

Module 4: The Benefits of Insurance

Module 5: Insurance as a Service

Module 6: Work Processes

Module 7: Types of Outputs

Module 8: Types of Customers

Module 9: Quality Strategically Defined

Module 10: Quality Measurement

Module 11: Quality Measurement Applications

Module 12: Faster, Better, Cheaper

Module 13: Eight Dimensions of Quality

Module 14: The RATER Criteria

Module 15: Levels of Expectation

Module 16: Methods for Listening to the Voice of the Customer

Module 17: The Benefits of Customer Orientation

Module 18: Identifying Key Processes

Module 19: A Work Process Model

Module 20: Questions that Identify Key Processes

Module 21: Process Management and Key Processes

Module 22: The Six-Step Process Improvement Model

Module 23: Defining Problems in Terms of the Process

Module 24: Customer Voice and Process Voice

Module 25: Application of the Process Improvement Model

Module 26: Data Collection Tools

Module 27: Data Analysis Tools

Module 28: Process Improvement Tools Case Study

Module 29: Measuring Organizational Performance

Module 30: Leadership and Management

Module 31: An Organization

Module 32: Empowerment

Module 33: Teams

Module 34: Organizational Structures

Module 35: Maturation

Module 36: Awards

Price: US$175

Course Features

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