Ultimate Account Manager
In-depth look at day-to-day issues facing CSRs
Much more than typical customer service training, this series takes an in-depth look at day-to-day issues facing CSRs in their quest to become extraordinary. Two comprehensive training days that address the major needs of Account Managers and CSRs to assure they will enhance their skills, productivity and effectiveness.
NOW A HYBRID course – participants can attend classroom courses in Columbia or stream LIVE VIRTUALLY.
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Upon completion of the two days of training, attendees will receive their Ultimate Account Manager certification.
DAY ONE INCLUDES:
- Personality and learning styles
- Critical skills of the UAM
- Essential accountabilities of the UAM
- Successful desk management & extraordinary customer service
- Chronic backlog & how to eliminate it
- Reduce E&O exposures, improve customer service & provide greater job satisfaction & accomplishment
- Fundamentals & education of the risk management process
- Contract law & its relationship to Insurance policy
- Insurance policy analysis
DAY TWO INCLUDES:
- History & evolution of agency E&O claims, underlying causes and their cost
- The STOP IT list
- Effective agency procedures
- Active listening & its role in customer service
- Client objections & skills to work through them
- Negotiate for win-win results
- Generations in the workplace
- The positive impact of having a more diverse agency
- Current emerging trends & their impact on the independent agency