The NEW AIAM 120 Customer Service Part II - VOD

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AIAM 120 examines the six things each of clients want from their insurance agency:

1. To be greeted
2. To feel valued
3. To be asked what they want
4. To be listened to
5. To be helped
6. To be invited back. 

AIAM 120 Part 2

2 Hours

Hour 1

I. Listen to the Customer

            a. What happens when we truly listen

b. Difference between hearing and listening

c. When you listen to your client you are telling the client:

            i. I want to understand you

            ii. I want to understand your needs

            iii. I want to solve your problems

d. Assess yourself

e. Complaining Customers

            i. Hilton Example

            ii. Ritz-Carlton

            iii. Three ways to make the customer right

            iv.  Five ways to deal with customers

1. Don’t take it personally
2. Make it a challenge
3. Listen fully
4. Respectful tone
5. Talk about what you can do

2^nd Hour

II. Knowing the difference between empathy and sympathy

III. Help them

            a. Ways to help them

            b. WOW factor

IV. Invite them back

            a. How a customer know they are invited back

            b. When to thank the customer….every chance you get

            c. Words that should never leave our mouth

            d. 10 most important words our clients can hear from us

V. Evaluate Yourself

VI. Recap

1. Greet
2. Value
3. Ask
4. Listen
5. Help
6. Invite

VII. Evaluate yourself above competitors

Housekeeping

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