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.