Excellence in Customer Service

• Course Introduction
• Course Objectives
• Course Resources

• Introduction – The importance of customer service today
• Customer service is everyone's job
• Reflection Exercise – How does your role impact your customers, team and organization?
• Finding your intrinsic motivation
• Reflection Exercise – Connect your work to your personal values
• Chapter 2 Quiz

• Introduction – The importance of positive communication in customer service
• Personalizing your interactions with customers
• Practice Exercise – Personalization strategies
• Using positive tone and language
• Practice Exercise – Use customer-centric language
• Language that triggers negative emotions
• Practice Exercise – Transform negative statements into positive ones
• Avoid accusatory "you" statements
• Practice Exercise – Build constructive and empathetic statements
• Using the right tone
• Mirroring customer language
• Practice Exercise – Practice mirroring language and positive tone
• Chapter 3 Quiz

• Introduction – The science behind customer expectations
• Managing expectations proactively
• Practice Exercise – Addressing customer complaints
• Language for setting clear expectations
• Practice Exercise – Using clear and specific language
• Avoid "absolute" terms
• Practice Exercise – Use balanced language
• Use language that's easy to understand
• Practice Exercise – Avoid jargon and simplify technical terms
• Under-promise and over-deliver
• Practice Exercise – Managing customer expectations
• Chapter 4 Quiz

• Introduction – The importance of active listening
• How to be an active listener
• Instructions for Self-Assessment – Active Listening Skills
• Self-Assessment – Active Listening Skills
• Validating customer emotions
• Practice Exercise – Empathy
• Asking great questions to clarify information
• Practice Exercise – Asking the right questions
• Paraphrasing and summarizing to confirm understanding
• Practice Exercise – Paraphrase to demonstrate active listening
• Chapter 5 Quiz

• Introduction – Becoming an effective problem-solver
• Root cause analysis
• Practice Exercise – Use root cause analysis
• Brainstorming using mind mapping
• Practice Exercise – Create a mind map
• SWOT analysis
• Practice Exercise – SWOT Analysis
• Chapter 6 Quiz

• Introduction – Challenging customer interactions
• Take ownership
• Practice Exercise – Take ownership
• Use partnership language to propose solutions
• Practice Exercise – Using partnership language
• Set clear expectations and explain next steps
• Practice Exercise – Set expectations and timelines
• Follow up to ensure customer satisfaction
• Practice Exercise – Nurturing relationships
• Chapter 7 Quiz

• Introduction – Emotions can be contagious
• STOP before you engage
• How to stay calm and centered
• Self-Assessment – Managing emotions
• De-escalating upset customers
• Practice Exercise – Using de-escalation steps
• Handling rude and aggressive customers
• Practice Exercise – De-escalating situations
• Overcoming cultural barriers
• Overcoming language barriers
• Practice Exercise – Assisting customers from diverse backgrounds
• Chapter 8 Quiz

• Introduction – Time is money
• Prioritization Matrix
• Practice Exercise – Prioritize your tasks
• Identifying quick wins
• Practice Exercise – Using customer feedback for improvement
• Time blocking
• Batch processing
• Practice Exercise – Plan your day!
• Setting SMART Goals
• Practice Exercise – Set SMART goals
• Chapter 9 Quiz
• Chapter 9 Quiz

• Conclusion
• Course Survey
• Excellence in Customer Service - as Masterclass for Insurance Professionals - Final Assessment

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