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Agency Performance Partners

DO YOU GIVE "WOW" CUSTOMER SERVICE?

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

Customer Service Training 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
  • Customer Payments & Price
  • Rounding, Referrals, & Reviews
  • First Call Resolution
  • Follow Up & Follow Through
  • Handling An Upset Customer
  • Finding WoW Moments
  • Documentation Delights
  • Managing Your Time Seamlessly
  • Client Prioritization

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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 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

Lesson 1

FIRST IMPRESSIONS

Clients call insurance agencies with questions or concerns. Your goal is to make this the best call of their day – this starts with a great greeting & call transfer:

  • Greeting & Transfer
  • Confirm Contact Information
  • Identify the Need
  • Build Rapport & Documentations
  • Warm Transfer (Carrier, Team, Service Center)
  • Transfer the Call to Right Party 
  • How to Avoid Voicemail

Lesson 2

FIRST CALL RESOLUTION

Let’s limit the back and forth and where possible solve the client’s need on the call. With first call resolution there is more rapport building and reduced follow up:

  • Power of First Call Resolution
  • Technology: Headset, Direct Entry, Monitors
  • Definition of Brief Hold
  • Examples of First Call Resolution Tasks
  • Documentation Before Hanging Up
  • Handling Awkward Moments

Lesson 3

FOLLOW UP & THROUGH

When first call resolution is not possible, it is critical to set clear expectations. No client should question what happens next and when to expect to hear from your agency:

  • Clear Expectations
  • Follow-up Date & Activity
  • Documentation
  • Confirm the Conversation with an E-Mail
  • Obtaining Details From Clients
  • Set a Deadline 
  • Follow-Up Strategy
  • When To Alert Leadership/Producers

Lesson 4

HANDLING AN UPSET CLIENT

Let’s build your team’s confidence in handling an upset client. Often times clients are frustrated because insurance is complicated. In this section, we give your team a plan on how to handle someone who is upset:

  • Tone of Voice
  • Listen to Listen
  • Take it as an Opportunity
  • Identify a Plan
  • Apologies and Promises
  • Doing What You Say You Will
  • Progress Updates

Lesson 5

DOCUMENTING

Service team members handle the largest quantity of transactions in insurance agencies. This makes documentation critical for team, client and agency success. We review the best practices of documentation:

  • On Call Documentation
  • Appropriate Length of Notes
  • What To Include
  • What To Never Put in an Activity
  • When to Document
  • What to Do When There Are No Notes
  • Attaching Best Practices

Lesson 6

WOW MOMENTS

On every call the goal is to find a WoW moment. This is where the interaction turns from a transaction to an experience. Our goal: Make this the best call of the client’s day:

  • Using the Client’s Name
  • Documenting Personal Details
  • Using Personal Details
  • Thank You Notes
  • Saying Thank You 
  • Educating The Client

Lesson 7

MANAGING YOUR TIME

The role of a customer service professional is centered around spending time with clients to answer questions, help with challenges and improve people’s insurance experience.  In this section, we share how to manage time to best serve the customers:

  • Daily Start Up Progress
  • Eat the Frog
  • Email vs. Task
  • Don’t Avoid Difficult News 
  • End of Day Recap
  • Raise Your Hand
  • Work Like A Team ,

Lesson 8

PAYMENTS & PRICE

For many service team members,  handling price concerns and payments is a daily request. We see payment and price as an opportunity to review the policy with clients and identify a value over price philosophy. Payments can often be a quick task but they are frequent. We can improve the client’s experience by encouraging EFT or Pay In Full Options:

  • Handling Price Concerns
  • Reviewing Discounts
  • Policy Reviews
  • Encouraging EFT & Pay In Full

Lesson 9

CLIENT TIERS

Not all clients are created equal. In many agencies, the squeaky wheel gets the grease. However, we need to make sure we are giving fair service to all of our clients:

  • Client Tiers
  • Over Servicing Lower Level Accounts
  • Identifying Priorities
  • Proactive vs. Reactive
  • Setting Clear Expectations
  • Service Boundaries

Lesson 10

EARNING RELATIONSHIP

Many agencies are focused on referrals, reviews, and cross selling. However, many agencies have not given their team the tools on how to make the request to the client. In this final lesson, we share our best scripts and strategies for what and when to make the request:

  • Asking & Accepting Feedback
  • Referral Request
  • Cross Selling
  • Coverage Increases
  • Google Reviews

Bonus Section

EXTRA OPPORTUNITY

In every course we add in a few bonus sections that may apply to you and your role:

  • Building Your Insurance Career
  • How to Listen to Recorded Phone Calls
  • Attitude & Service
  • Phone Answering

Leadership Guide

AGENCY SUCCESS

Leaders need training too! In this section, we review all of the steps we take at APP to get a client up and running for a successful training:

  • Call Grading
  • Tracking Success
  • Holding Your Team Accountable
  • How to Roll Out the Program 
  • Common FAQs
  • Expectations,

Customer Service Training Options

Purchase the course

$995

Own the WOW Customer Service Course for life!

  • One Course Log-In
  • Downloadable workbooks
  • Leadership Launch Guide
  • Call Review Sheet
  • Tracking Guide for AMS360, Epic & Hawksoft
  • Scripts
  • Training Videos
  • Quizzes
  • Bonus Content
BUY NOW

SUBSCRIBE TO OUR SCHOOL

$295/Month

Get ALL of our courses to use at your leisure. 

  • One Course Log-In
  • Downloadable workbooks
  • Leadership Launch Guide
  • Call Review Sheet
  • Tracking Guide for AMS360, Epic & Hawksoft
  • Scripts
  • Training Videos
  • Quizzes
  • Bonus Content
BUY NOW

VIRTUAL TRAINING

$2,500/Month

6 MONTHS

  • Launch Plan For the Team
  • 4 Hour Zoom Launch Training & 4 Hour Optimization Training
  • School Seats For the Team
  • Printed Workbooks
  • Bi-Weekly Team Zoom Coaching Calls
  • Weekly Tracking On Program
  • Tracking Guide for AMS360, Epic & Hawksoft
  • Scripts
  • Training Videos
  • Quizzes
  • Incentive Plan
  • Bonus Content
Learn More

IN-PERSON TRAINING

$3,500/Month

6 MONTHS

  • SPECIAL PRICING: First 4 Agencies Who Sign!
  • Launch Plan For the Team
  • 2 In Person Training Days (Phase 1 & Phase 2)
  • School Seats For the Team
  • Printed Workbooks
  • Bi-Weekly Team Zoom Coaching Calls
  • Weekly Tracking On Program
  • Tracking Guide for AMS360, Epic & Hawksoft
  • Scripts
  • Training Videos
  • Quizzes
  • Incentive Plan
  • Bonus Content
Learn More

AVAILABLE LESSONS

Leadership Set Up: Recorded Phone Call Score Card

Sample Lesson

Student Lesson: Handling An Upset Customer

Sample Lesson

LET’S CONNECT!

If your agency needs a hug, cheerleader, or accountability partner, that’s what we do.

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