Customer service and communicating clearly are business basics – but is yours where it needs to be? Are you at risk of losing business because of “gaps” in your service to clients or your inability to send and receive the right messages? It might be time to review your customer service and communication practices to make sure you are at the top of your game. To guide you in that effort, CEU.com is offering two personal development courses: Customer Service Excellence and Communication Skills.
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Communication Skills |
Do you wonder why a customer leaves you? Do you know what service is and why it is important? Are you effective in listening and dealing with challenging customers? Do you realize the effect body language has on customer service? Strong customer services skills can significantly help in
getting and keeping customers. By the conclusion of this course, you should be able to:
- Describe exceptional customer service and identify
the benefits of great customer service.
- Recognize barriers to the delivery of outstanding customer service.
- Recognize and adapt to specific customer behavior styles.
- Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
- Learn techniques for dealing with angry or upset customers.
- Develop a personal action plan to improve customer service skills.
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Do you ever get frustrated when people just don’t seem to
“get it”?
Have you ever lost business because of a misunderstanding?
Your communication skills are often taken for granted, but the truth is that they need to be honed and practiced just like any other business skill. By the conclusion of this course you should be able to:
- Define communication, perception, and self concept.
- Explain what diplomacy is and why it is important.
- Describe what body language is and how to effectively use it to improve relationships.
- Discuss the importance of word choice and how words can mean different things to different people.
- Rephrase blunt communication into language appropriate for an office environment.
- Explain how tone affects how words are understood.
- Use tactics to handle, criticism, disagreement, and rejection.
- Effectively use questions to gain better understanding and to persuade others.
- Employ listening techniques.
- Improve written communication.
- Use proper email etiquette.
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These are non-continuing education courses (no credits earned/given) that are designed for insurance professionals who want to improve their customer service proficiency and strengthen their communication skills. The courses are especially useful for administrative employees such as receptionists and customer service reps, but are equally beneficial for producers and adjusters - anyone who has regular, one-on-one contact with clients and non-clients.
Both courses were developed collectively between CEU.com and Business Training Works; by use of illustrations, examples and streaming video they provide a rewarding, interactive experience for the student. The courses are available 24/7 and are self guided. This means that the student controls when a course is taken, the learning process and time it takes to complete it. Each course offers accountability as an exam must be passed to receive a Certificate of Completion. If the student fails the exam, it is available to take again the next day at no additional charge. The student can take the exam as often as needed within one year from the day the course was purchased.
Make CEU.com's personal development courses part of your action plan to
strengthen your, or your employees, customer service skills.
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About CEU.com: www.ceu.com
CEU.com is an online continuing education provider offering insurance license holders and adjusters convenient, engaging and superior quality CE. A Yale University spin-off founded in 2000, CEU.com continues to satisfy its customers with the best in online insurance continuing education. CEU.com courses are approved for insurance and adjuster CE credit by the insurance departments in all 50 states, and the District of Columbia.
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About Business Training Works: www.businesstrainingworks.com
Business Training Works is a full-service training and consulting company. Since 2000 the company and its network of consultants has worked with hundreds of organizations throughout the world to improve soft skills such as customer service, business etiquette, communication, diversity, negotiation, sales, and leadership.
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