Nancy Langton – CSR Essentials – Verbal Communication Skills: Phone Etiquette & Client Interaction – NO CE

Salepage : Nancy Langton – CSR Essentials – Verbal Communication Skills: Phone Etiquette & Client Interaction – NO CE
Archive : Nancy Langton – CSR Essentials – Verbal Communication Skills: Phone Etiquette & Client Interaction – NO CE Digital Download
Delivery : Digital Download Immediately

Description of the Course:

This webinar is intended to address the unique problems that your company’s employees experiences when communicating unpleasant messages to consumers. We understand that our aim in these difficult situations is to get a satisfactory solution and keep a customer for your firm.

We might become so engrossed in the emotions of a particular transaction that we lose sight of our ability to influence the circumstance. These are challenges for you to use proven strategies to creatively exercise your abilities and skills.

Following completion of this Webinar, you will have learned and applied the following:

-Explain how phone skills affect the image of the agency/brokerage.

-Exhibit professional verbal communication skills for a variety of phone interactions.

-Be aware of important etiquette approaches

-Observe correct hold and transfer protocols.

-Be professional in your tone of voice and word choice.

-Select the appropriate words to ensure clear and successful communication.

-Align with the customer/policyholder by using tone, pace, and mirroring.

-Manage different sorts of callers and diffuse their emotions.

-Create tactics for better listening habits.

Langton, Nancy M.

Nancy Langton, a founding partner of New Level Partners, LLC, is an educator and business expert with over 25 years of experience in training and development, human resources management, and recruitment in the insurance sector.

Nancy is energized by problem solving. She thrives on collaborating with executives and learning professionals to achieve their ambitions and requirements by utilizing her vast insurance sector expertise, as well as a life-long love for learning management and instructional design and delivery. Nancy’s strengths include combining new hire programs, existing staff development, and production efficiency efforts with innovative learning solutions that match specific corporate objectives.

Nancy oversaw Human Resources for many major brokerages and top-tiered insurance providers, including Chubb and PLI Brokerage, before cofounding New Level Partners in 2001. She has effectively handled all levels of recruiting and strategic hiring, as well as devised and implemented several training plans.

Nancy routinely lectures at conferences on a variety of learning and development, risk management and insurance, and talent acquisition subjects, in addition to her work in learning management.

Nancy graduated from the College of New Jersey with a BS in Comprehensive Business Education and an MA in Training and Development. She presently serves on the Board of Directors of Project InVEST, a non-profit organization, and is a member of the Society of Insurance Trainers and Educators (SITE), the Elearning Guild, and the Society of Human Resource Managers (SHRM).

Nancy, her husband, and their three children live in central New Jersey. Nancy likes spending time with her family, working out, traveling, and meeting new people in her leisure time.

William Harwood and Nancy Langton formed New Level Partners LLC (NLP) in 2001 as an Educational Consultant and Services provider. NLP’s Insurance Education experience offers covering for Commercial and Personal Lines, risk management, and associated business skills. NLP has planned, developed, and implemented a wide range of coverage and skill development curricula in both E-Learning and Instructor-Led formats. NLP offers off-the-shelf training as well as courses and programs that are tailored to the needs of the customer. NLP is dedicated to providing the finest quality training content as well as the most effective and engaging learning experience.

More from Categories : Everything Else