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Wow Insurance Agency Service Training
Give Your Clients WOW Service- Course Introduction & Overview
Welcome- Getting Started (2:15)
A Few Notes from Our Attorney
About Your Instructor- Kelly Donahue-Piro
Common FAQ's (9:07)
How to Launch This Course - TEAM LEADERS ONLY/ Students Skip to Student Section
Download Your Leadership Resources
Getting Organized to Launch (3:37)
Why Tracking Is Important (4:36)
Tracking - NPS Score (3:23)
Tracking- NPS Score w. Rocket Referrals (26:10)
Tracking - Donna Aureus Analytics (26:19)
Tracking- Referrals, Rounds & Coverage Increases (5:07)
Tracking - Online Reviews (1:33)
Tracking- Recorded Phone Call Scorecard (8:40)
Incentives & Recognition (6:49)
Utilizing This Course (2:50)
Getting Set Up (1:19)
Management System Set Up - General (3:46)
Management System Set Up - AMS 360
Management System Set Up - Epic
Management System Set Up - Hawksoft
Customer Service Philosophies (3:52)
What to Watch For & Team Accountability (2:56)
Wow Customer Service - STUDENT SECTION
Welcome Students - Getting Started (1:48)
What You Will Learn (2:54)
About Your Instructors (6:52)
Download Your Resources (1:44)
What We Will Track (5:41)
How To Be a Great Student (3:15)
Customer Service Approach (44:21)
Phase 1: Customer Service Traning
Lesson 1: Call Greeting- First Impressions (12:48)
Lesson 2: Call Solutions- First Call Resolutions (12:23)
Lesson 3: Follow Up & Follow Through (7:57)
Lesson 4: Handling an Upset Customer (10:26)
Lesson 5: Documentation (5:56)
Phase 2: Customer Service Training
Lesson 6: Finding the WOW Moment (9:02)
Lesson 7: Managing Your Time (11:09)
Lesson 8: Payment & Price (11:01)
Lesson 9: Client Prioritization (12:47)
Lesson 10 : Cementing the Relationship (14:03)
Bonus Sections
Building Your Insurance Career (8:38)
How to Be a Champion When Listening to Recorded Calls (3:01)
Attitude and Service (4:06)
Teach online with
Why Tracking Is Important
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