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