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This Online MEGA is allowed only for CIC, CRM and CPRM Dues Paid designees.
To earn designation update credit in this course, you MUST have paid your annual dues. Please click the link to Pay your Dues
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In the case of multiple licenses, please enter your resident state license information as CE credit will only be processed for one state. Modifications to your CE request may be made up until the last day of the course through the My Courses tab in your PROfile. Certain states have rules regarding repetition of courses, please review those requirements prior to requesting CE credits.
The State of Nevada has only approved this course for 3 credits of Property & Casualty and 3 credits of Ethics.
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OVERVIEW AND TOPICS
Dynamics of the CSR
Clients today have a wide range of options as to where they can purchase their insurance – go to another agency, purchase online, or go directly to an insurance company. The customer service representative in today’s insurance environment must have not only the product knowledge and ability to process, but also the skill to deliver both to clients. In this session, insurance professionals will better understand the importance of quality service, identify the needs of the client, and how to handle complaints and objections.
Dynamics of Personality Styles
The customer service representative’s ability to recognize and deal with individual differences will help to make them a successful insurance professional. In this session, insurance professionals will learn how to meet each client's needs by asking the right questions to uncover the client's insurance needs and explain the solution in a way the client prefers.
Identifying Client Needs
For a customer service representative to do their job well they must gather a lot of information. In this session, insurance professionals will look at effective ways that they can gather information from their clients to better serve their insurance needs, such as how to use open-ended questions. They will learn how to utilize good communication skills through the use of phone, voice mail, and email. They will better understand privacy issues and the importance of their clients’ non-public information.
Complaints & Objections are Opportunities
Quality client service involves dealing effectively with clients’ complaints and objections. In this session, insurance professionals will discuss how problem solving is an important part of agency/company operations. They will learn how to utilize both process and skill in the resolution of client concerns. They will identify 8 steps for handling clients’ complaints and ways to deal objectively with clients’ objections. They will discuss the importance of follow-through and follow-up.
