Course Introduction
How to Use this Course With Your Agency - For Team Leaders
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Welcome (1:29)
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Download Your Resources (0:53)
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What Is WOW Customer Service (And Why It Benefits Your Agency) (2:01)
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Telling Your Team About the Training (3:02)
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Who Should Take This Training? (1:18)
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Customer Service Job Description (2:35)
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Sample Incentive Plans for Service Team Members (4:59)
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How to Measure Your Service Team (8:23)
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Handling Someone Who Is Not Embracing The Training (4:57)
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The Perfect Service Call & Checklist (Review For a Leader) (6:57)
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Agency Standards (2:28)
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Recorded Call Review & Scorecard (4:48)
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Service Processes (4:12)
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Ways To Lead & Manage Service Professionals (5:49)
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Integrating Training Into A Productive Day (3:21)
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Identifying When To Hire (1:22)
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Best Ways To Use This Course (1:32)
Student Section 1: Foundations of Exceptional Customer Service
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Welcome (1:03)
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Lets Meet Your Instructors
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What You Will Learn In This Course (2:06)
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Downloadable Resources (1:31)
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Customer Service Stats (7:40)
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The Customer Service Mindset: Making This The Best Call of Their Day (15:45)
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Core Communication Skills (15:42)
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Handling Something You May Not Know (3:07)
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Structuring Your Day For Success & Understanding Priorities (8:28)
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Agency Standards (4:54)
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Customer Service Philosophies (13:07)
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The Perfect Service Call (2:57)
Section 2: Phase 1: How to WOW Your Customers With the Perfect Service Calls On Common Requests
Section 3: Customer Service Philosophies 2
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How To Be An Insurance Professional (6:28)
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Your Words Matter: What To Never Say (4:36)
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Overcoming Price Sensitivity (5:41)
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Handling An Upset Customer Framework (8:30)
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Maintaining A Positive Attitude & Managing Stress (7:22)
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Rebounding From A Mistake (2:28)
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Working With Producers (4:45)
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The Customer vs. Client Mindset (2:21)
Section 4: Phase 2: How To Manage Your Clients
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Overview: How To Manage Your Clients (3:36)
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Lesson 6: Handling A Customer With Rate Concerns (27:26)
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Lesson 7: Handling Someone Who Wants to Cancel (17:18)
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Lesson 8: Cross Selling & Coverage Increase Strategy (19:15)
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Lesson 9: Effective Client Follow Up (13:48)
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Lesson 10: Referrals & Reviews (12:11)
