First Impressions are Lasting Impressions: How You Contribute to the Success of Agency Services
11:30 AM - 12:30 PM
This “Lunch and Learn” webinar highlights the importance of your
agency’s first point of contact. As the first point of contact,
you field client or potential client questions: answering the
phone, scheduling appointments, verifying insurance, giving
directions; problem-solving, etc. This is the “Golden
Opportunity” to build rapport with the client or potential client
if handled correctly. Your tone, knowledge, and genuine concern
for the client play a vital role when interacting with the
client. Additionally, being trained to handle most clients’
issues streamlines the process for both the client and the
agency. Learn strategies to polish your image, engage customers,
and increase the success of your agency.
-Define what makes great service and compare how your personal
service delivers on Kano’s Model of Customer Perception.
-Identify your role in meeting customer and agency objectives,
and generate ideas to improve the first and last impression.
-Begin to analyze situations that are critical to engagement and
evaluate whether you have the information you need to provide
customers with the answers and ideas they are looking for.
-Illustrate the use of Checklists and “Cheat Sheets” to capture
critical process steps and improve customer interactions.