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Service First!
Service First! provides a clear path to enhancing the skills of insurance service personnel by addressing three major
1.Helping CSRs become productive and effective in a minimal amount of time;
2.The responsibility of agency managers and supervisors to provide training;
3.Teaching CSRs the importance of Errors and Omissions awareness. It is written for Customer Service Representatives (CSRs) within the independent agency system, direct writer agencies, or insurance call centers.
Karen L. Flaherty, Executive Director of the Federation of Insurance Women of Texas and President of Professiional Training Systems, Inc., is a well-known customer service excellence expert and advocate. Her 30 years experience on the industry has made her a "guru" of CSR training. Her book, Service First! is like having Karen consult in your own office.
Section Customer Service
What do Customers Want? Customer Service The External Customer Customer Service The Internal Customer Creating Top Performers A Customer Service To Do List Packaging Success Serving Clients with Special Needs Is Your Agency Committed to Customer Service Creating Customer If You Build It, They Will Come
Section Communications Attitude is Everything Working and Playing Well With Others Relationshipping Telephone Skills How to Talk to the Communicating Upward The CSR as a Team Player The CSR as Trainer When they re HOT, They re Dealing with Angry Clients Customer Complaints Philosophy and Strategies Business Etiquette Listening and Hearing Written Communication Guidelines Communicating Through Newsletters Risk Placer or Risk Taker Professional Networking
Section Developing Salesmanship The Sale Before the Sale Making the Customer Sales Connection Developing Salesmanship Sales Presentation Basics New Ways for New Days Sales from the Customer s Point of View Tips for Sales Success Follow Up Makes the Sale Are You Making Sales Mistakes?
Section Personal and Professional Development Controlling Job Stress Dealing with Change The Motivation Situation Battling Burnout Working in Groups Team, Anyone? Team Skills Set Up for Success Hear Ye, Hear Ye A Look at Listening Keys to Good Listening Is It Time for a Change How to Set and Reach Goals Character Building Be Your Best Make Yourself Great! Moving Up So, You ve Been Promoted
Section Beyond the Year 2000 Automation Overload CSR/Producer Teambuilding Representing Your Agency at Off-Site Exhibits Employee Empowerment The Next Generation of Customer Service Management is Not One Size Fits All What the World Need A Perspective on Leadership
1.Helping CSRs become productive and effective in a minimal amount of time;
2.The responsibility of agency managers and supervisors to provide training;
3.Teaching CSRs the importance of Errors and Omissions awareness. It is written for Customer Service Representatives (CSRs) within the independent agency system, direct writer agencies, or insurance call centers.
Karen L. Flaherty, Executive Director of the Federation of Insurance Women of Texas and President of Professiional Training Systems, Inc., is a well-known customer service excellence expert and advocate. Her 30 years experience on the industry has made her a "guru" of CSR training. Her book, Service First! is like having Karen consult in your own office.
Section Customer Service
What do Customers Want? Customer Service The External Customer Customer Service The Internal Customer Creating Top Performers A Customer Service To Do List Packaging Success Serving Clients with Special Needs Is Your Agency Committed to Customer Service Creating Customer If You Build It, They Will Come
Section Communications Attitude is Everything Working and Playing Well With Others Relationshipping Telephone Skills How to Talk to the Communicating Upward The CSR as a Team Player The CSR as Trainer When they re HOT, They re Dealing with Angry Clients Customer Complaints Philosophy and Strategies Business Etiquette Listening and Hearing Written Communication Guidelines Communicating Through Newsletters Risk Placer or Risk Taker Professional Networking
Section Developing Salesmanship The Sale Before the Sale Making the Customer Sales Connection Developing Salesmanship Sales Presentation Basics New Ways for New Days Sales from the Customer s Point of View Tips for Sales Success Follow Up Makes the Sale Are You Making Sales Mistakes?
Section Personal and Professional Development Controlling Job Stress Dealing with Change The Motivation Situation Battling Burnout Working in Groups Team, Anyone? Team Skills Set Up for Success Hear Ye, Hear Ye A Look at Listening Keys to Good Listening Is It Time for a Change How to Set and Reach Goals Character Building Be Your Best Make Yourself Great! Moving Up So, You ve Been Promoted
Section Beyond the Year 2000 Automation Overload CSR/Producer Teambuilding Representing Your Agency at Off-Site Exhibits Employee Empowerment The Next Generation of Customer Service Management is Not One Size Fits All What the World Need A Perspective on Leadership
267 pages, Paperback
First published June 1, 1999
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