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| CUSTOMER SERVICE |
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| CSRS™ |
Description:
- This program highlights workflow standards, working with producers, protocol for producer meetings, using BMS effectively and setting and keeping service standards.
Topics Will Include:
- Workflow standards and writing and job description.
- How to focus on customer service and establishing related standards.
- Time management skills and mazimizing use of the BMS.
- Effective use of the BMS system.
- How to introduce absolute authority for junior staff members.
- Meeting an underwriter and discovering what motivates them.
- Protocols for working with producers.
- Anticipating pressure points and eliminating them.
- Identifying customers' angst before it happens and building solutions.
- What motivates underwriters and what drives them crazy.
Interactive:
- Through brain based accelerated learning techniques, participants use the information every 30 minutes,
ensuring that everyone has a chance to use the methods introduced. The participants are involved in group,
and individual activities as their skills increase.
Practical Application:
- Adult education is only valuable when it can make a difference on the job the next day. Our unique
homework plan can ensure that participants will think about the material for weeks.
Format:
- Training will take place on the premises of the client or another location selected.
Fees:
- Our fees for training services are billed at $150 per student per day, subject to a minimum fee of
$2,500 per day plus out-of-pocket expenses, including airfare, hotel, transportation and training
facilities.
Duration:
Contact:
| Karen Rutherford | Telephone: (416) 368-7990 |
| 200 University Avenue, | Facsimile: (416) 368-0886 |
| 14th Floor | E-Mail: training@cooksonwalker.on.ca |
| Toronto, Ontario | |
| M5H 3C6 | |
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Related Training Seminars:- Advanced CSRS™
Advanced CSRS™ emphasizes cross-selling and upselling, dealing with difficult people, goal-setting and measuring progress, eliminating backlogs, developing routines for new CSRs, best practice communication and exceeding customer expectations. - Getting the Basics Right!
This program is customized to ensure your customer service representatives know and implement your customer service standards. - What To Do When Things Go Wrong!
Effective complaints handling can transform an unhappy customer into a loyal client. - Tone is Everything
This course is designed for brokerages with established standards that want to ensure every employee knows how to deliver the company standards in a positive and effective way.
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