Customer Service Training

NEW & UPDATED!
DO YOU GIVE "WOW" CUSTOMER SERVICE?

Impress your clients to boost retention, cross sales, referrals, and reviews.

Customer Service Training 2.0 Will Cover:

Tracking Customer Satisfaction
Relish in Phone Call Reviews
Service Team Incentive Plans
Anatomy of a Service Call
10 Things To Never Say
Wow Callers with WOW Greetings
The Perfect Service Call
Top 5 Hardest Conversations
First Call Resolution
Follow-Up & Follow-Through
Working with Producers
Tone & Etiquette
Documentation Delights
Managing Your Time Seamlessly
Client Prioritization

GOAL

Give your team the training they need to WoW your customers. How?

Boost Retention
Increase Referrals
Recognize Cross-Sell Opportunities
Stellar Service Team Recognition
Ask for Online Reviews
Suggest Coverage Improvements
Decrease Re-marketing
Convert to EFT & Full Pay

WHY EVERY AGENCY NEEDS CUSTOMER SERVICE TRAINING

What if you walked into your agency and heard every one of your team members:

Smiling while on the phone with your customers
Handling more than transactions
Achieving outcomes from all of your clients
Embracing eagerly conversations about rates
Easily converting people to EFT

Your service team needs training, tracking, and a tool kit for how to succeed in delivering your agency’s customer experience. Get them to NOT be scared, but instead embrace conversations that most agencies steer clear.

10 WOW CUSTOMER SERVICE

strategies

Core Training

SETTING THE STAGE

Let’s focus on the learning about how to be a customer service professional!

Customer Service Stats
Making This the Best Call of Their Day
Core Communication Skills
Handling Something You May Not Know
Structuring Your Day
Agency Standards
Core Philosophies
The Perfect Service Call

Lesson 1

PAYMENTS

Delivering WOW customer service means focusing on how clients feel during these moments, not just completing the payment. By listening attentively, personalizing the interaction, and proactively educating clients about smarter payment options like Electronic Funds Transfer (EFT), Automated Clearing House (ACH), or Pay-in-Full, you can simplify their experience, save them money, and ensure their coverage remains seamless.

Lesson 2

PROOF OF INSURANCE

Whether it’s providing an Auto Insurance ID Card for a DMV visit, a Certificate of Insurance for a business contract, or Evidence of Property Insurance for a mortgage lender, these interactions are prime opportunities to showcase your dedication to exceptional service. Leveraging tools like our customer portal or online forms, as appreciated by clients for their efficiency, ensures convenience and security.

Lesson 3

ENDORSEMENT

Whether it’s adding a new vehicle to an auto policy, updating coverage for a home renovation, or modifying policy details, processing endorsements is a critical opportunity to demonstrate your commitment to exceptional service. By prioritizing clear communication, swift execution, and proactive steps like offering an express policy review, you can ensure clients feel valued and confident in their coverage.

Lesson 4

CLAIMS

Handling claims—whether for a car accident, home damage, or business loss—is a critical moment to support clients during stressful times with empathy, clarity, and efficiency. By guiding clients through the claims process, providing proactive updates, and offering tailored advice, you can transform a challenging experience into a WOW moment. In this section, we’ll explore strategies to manage claims with compassion and precision, leveraging streamlined processes and digital tools to exceed client expectations and reinforce your agency’s commitment to their peace of mind.

Lesson 5

RENEWALS

Renewals are more than just a routine transaction—they’re a pivotal opportunity to reaffirm your commitment to clients by ensuring their coverage meets their evolving needs. By engaging clients proactively, communicating changes clearly, and offering personalized solutions like policy reviews or automated payment options, you can turn renewals into WOW moments that showcase your agency’s value.

Core Training

MANAGING CLIENTS

Let’s get started managing the client experience.

How to Be an Insurance Professional
Your Words Matter: What Not to Say
Overcoming Price Sensitivity
Handling an Upset Client Framework
Maintaining a Positive Attitude & Managing Stress
Rebounding from a Mistake
Working With Producers
Customer vs. Client Mindset

Lesson 6

HANDLING SOMEONE UPSET ABOUT RATE

When a client expresses a desire to cancel, it’s an opportunity to listen with empathy, uncover their reasons, and offer tailored solutions that address their concerns while reinforcing their trust in your agency. This lesson will explore effective strategies to navigate these conversations, from understanding the root of their dissatisfaction to presenting options like policy adjustments or automated payment plans that might change their mind.

Lesson 7

HANDLING SOMEONE WHO WANTS TO CANCEL

Welcome to our lesson on handling a client who wants to cancel their insurance policy, a pivotal moment where exceptional customer service can transform a potential loss into a strengthened relationship! When a client expresses their intent to cancel, it’s a chance to listen with empathy, understand their underlying concerns, and provide tailored solutions that address their needs while reinforcing their trust in your agency.

Lesson 8

CROSS SELLING & COVERAGE INCREASE

Cross-selling is a powerful way to enhance client protection while growing your business. In this session, we’ll explore how to identify client needs, build trust, and seamlessly offer complementary policies like home, auto, or life insurance. By focusing on value and relationships, you’ll create win-win outcomes, ensuring clients are fully covered and your portfolio thrives.

Lesson 9

EFFECTIVE CLIENT FOLLOW-UP

Following up with clients after key interactions—such as policy renewals, claims, or endorsement requests—demonstrates your commitment to their satisfaction and provides an opportunity to address concerns, confirm their needs are met, and reinforce their trust in your agency. This lesson will explore practical techniques to implement consistent and meaningful follow-ups, ensuring every touchpoint becomes a WOW moment that strengthens loyalty, encourages feedback, and fosters advocacy, all while positioning you as a dedicated partner in their insurance journey.

Lesson 10

REFFERALS & REVIEWS

In today’s competitive world, exceptional service doesn’t just satisfy customers—it inspires them to share their experiences and recommend your business. This lesson will explore proven strategies to confidently and authentically request referrals and reviews, turning happy customers into powerful advocates. You’ll learn how to time your asks, craft compelling requests, and create a positive feedback loop that amplifies your brand’s reputation. Let’s dive in and discover how to transform great service into growth opportunities