Customer Service Training

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