Insurance Customer Experience Management

Training Objectives

1. Personal Branding- To expose ways of building a personal brand and how that adds up to the strength of the corporate brand in a way that capacitates it for service excellence.
2. Grooming and Etiquette- To demonstrate and unpack the concept of grooming and etiquette as well as its role in creating lasting impressions to customers.
3. Total Quality Management (TQM) – introduce the TQM principles and tools that enable trainees to monitor, measure and integrate service quality in every aspect of their work to create service excellence.
4. Communication-To uncover the importance of effective communication in building rapport and creating strong business relations with customers.
5. Customer Relationship Management (CRM)-To showcase the value of Customer Relation Management in customer retention and creating loyal customers for the organisation.

Benefits that will be derived from the proposed training

1. Staff are inspired to rise up and grow a passion for offering excellent service to customers.
2. Staff are empowered to make service decisions that are beneficial to both the organisation and the customers.
3. The training ignites the process of building a culture of service excellence wherein every staff member will ‘sing the same service song, from the same hymn book at the same time’.
4. Improved customer retention and referral business leading to anticipated higher profits for the organisation.
5. Increased productivity and workplace effectiveness from happier and motivated staff as they generate customer compliments.

Presentation Techniques

The following presentation techniques will be used to deliver the training content.

• Discussions
• Role Plays
• Exercises
• Facilitation by Trainer
• Visual and Audio Aids
• Presentations by Participants

Evaluation and Assessment

To evaluate the effectiveness of the training and understanding of the concepts covered, the following will be done;

1. Creating a question and answer segment after completion of each module where both trainer and trainees ask questions to check understanding of concepts covered.
2. Encouraging participation of delegates by requesting for their comments from time to time.
3. Feedback and evaluation forms to be completed by trainees after the training.

Target Audience

The training targets the following personnel;

1. Sales Teams (staff that sell products and services to potential and existing clients)
2. Customer Service Teams(staff who interact with and provide regular services to clients)
3. Customer Support Teams(Administration, Management, Leadership, Office staff etc)

Training Content

The training content will be delivered in 5 modules i.e;

1. Personal Branding
2. Grooming and Etiquette
3. Total Quality Management
4. Communication Skills
5. Customer Relationship Management