CustomersFirst Customer Centricity Training
Onboard, Upskill, and Reskill customer-Facing employees for today’s success and tomorrow’s growth
Trusted by 41,000+ professionals at leading Organizations Worldwide
“Really impressed with both the content coverage and the quality of the advice in this course. If you’re running a customer service team or your job involves interfacing with customers, she presents a great set of tools for you to use. Highly recommended.” – Evan K
“I believe this course is very important. This is not only for people in the customer care industry but also people interested in growing their careers. I am really getting a lot of knowledge that i am going to apply in my current role at work.” – Irene A.
“I really enjoyed the course and there was a great deal of information that aligned with my experiences in customer support over the past 30 years.” – Michael P.
What Your Team Will Learn In CustomersFirst Insurance Training
Weeks 1-4
Course 1: The Impact Of External And Internal Service
- Define and identify the different types of customers in the insurance industry. Understand their needs so you can provide excellent service tailored to their specific needs.
- Examine real-life examples to recognize the characteristics of both exceptional and poor customer service and develop a solid understanding of what makes service great or not-so-great.
- Analyze and describe potential barriers that might hinder successful customer service.
Course 1: Curriculum
- Learning Objectives
- 3 Rules of Thumb to Succeed in This Training
- Who Are Your Customers?
- Who Is the Customer in the Insurance Industry?
- Customer Service is Everyone’s Job
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Learning Objectives
- Value of Providing Great Customer Service
- Real-Life Examples of Great Customer Service
- Real-Life Examples of Great Customer Service in Insurance
- Consequences of Poor Customer Service
- Examples of Poor Customer Service
- Examples of Poor Customer Service in the Insurance Industry
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Learning Objectives
- How Internal Service Impacts External Service
- Impact of Poor Internal Service on You and Your Team
- Identifying Internal Customers in the Insurance Industry
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Course Survey
- Course Wrap Up
- Online Exam
- Certificate Issued
Weeks 5-8
Course 2: Developing a Customer-Centric Mindset
- Define the concept of a customer-centric mindset in the context of the insurance industry and understand why adopting a customer-centric mindset is crucial for success in the insurance industry.
- Compare and contrast the characteristics of a customer-centric approach with those of traditional customer service models.
- Demonstrate the application of customer feedback as a strategic tool for enhancing customer service and operational efficiency within insurance operations.
- Utilize SMART goal-setting techniques to establish actionable objectives aligned with customer-centric principles in an insurance context.
- Develop personalized strategies to overcome organizational obstacles and foster a culture of intrinsic motivation that aligns with the principles of customer-centricity.
Course 2: Curriculum
- Learning Objectives
- The Key to Success
Customer-Centric vs. Customer Service - What Does Customer-Centric Look Like in Insurance?
- Powerful Shift in Perspective
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Learning Objectives
- What’s In It for You?
- Using Feedback as Fuel
- Insurance – Fueled by Feedback
- Overcoming Barriers: What’s Stopping Your Success?
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Learning Objectives
- Intrinsic Motivation: What’s Your BIG WHY?
- Setting SMART Goals
- SMART Goal Examples in Insurance
- Key Takeaways
- Interactive Quiz
- Practice Exercise
- Course Wrap Up
- Exercise: Wins, Challenges and Reflections
- Online Exam
- Certificate Issued
- Course Survey
Weeks 9-12
Course 3: Understanding Customer Psychology
- Evaluate the significance of Maslow's Hierarchy of Needs in understanding customer behavior and satisfaction levels within the insurance industry.
- Examine the psychological principles underlying trust-building processes and their application in fostering long-term customer relationships in the insurance sector.
- Implement strategies for identifying and addressing customer pain points specific to the insurance sector, considering various customer personas and their needs.
- Develop effective strategies for positively changing customer perceptions and enhancing overall satisfaction levels in insurance services.
Course 3: Curriculum
- Learning Objectives
- Customer Needs and Maslow’s Hierarchy
- Emotional Intelligence in Customer Interactions
- Psychology of Trust
- How Emotions Influence Customer Behavior
- Insurance Industry: Customer Behavior
- Key Takeaways
- Interactive Quiz
- Practice Exercice
- Learning objectives
- Understanding Customer Personas
- Customer Needs and Wants
- Customer Needs and Wants in Insurance
- Understanding Customer Pain Points
- Insurance Industry: Customer Pain Points
- Key Takeaways
- Interactive Quiz
- Practice Exercice
- Download Lecture Notes
- Preventing Potential Problems
- Taking a Proactive Approach
- Building Rapport with Customers
- Acknowledging Your Customers’ Feelings
- Using “I” vs. “We”
- Replacing Trigger Words
- Quiz
- Showing Willingness to Help
- Refocusing Attention on the Solution
- Ensuring Customer Satisfaction
- Quiz
- Recommended Resources
- Course Wrap Up
- Exercise: Wins, Challenges and Reflections
- Online Exam
- Certificate Issued
- Course Survey
Enjoy These Limited Time Bonuses
Get Instant Access To:
- Use verbal and nonverbal communication strategies to ensure faster resolutions and enhanced customer satisfaction.
- Actively listen and anticipate customer needs, leading to proactive service, quicker problem-solving, and reduced customer complaints.
- Turn challenges into positive customer experiences to improve company reputation and foster customer loyalty.
Why Top Organizations Choose CustomersFirst Academy
Flexible, Online Learning for Busy Teams
Scalable, cost-effective, and adaptable to your team’s unique needs and schedules.
Developed by Industry Experts
Gain access to real-world industry knowledge and best practices for success.
Practical, Hands-on Activities
Engaging video lectures, interactive quizzes, and valuable resources to promote learning.
Certificates of Achievement
Why Top Organizations Choose Our Training
CustomersFirst Academy and Insurance Training Center are proud to announce their collaboration in creating a cutting-edge insurance-specific customer service training program.
As the landscape of insurance evolves, so do customer expectations, and the skill requirements for industry professionals. Research indicates a significant shift in workforce skills, with automation driving the need for advanced social and cognitive abilities. Our program addresses this shift by focusing on the development of social skills, critical thinking, and emotional intelligence essential for navigating the evolving insurance environment. By investing in talent and fostering the development of social skills, you’ll empower your team to thrive in roles that demand creativity, adaptability, and superior customer experiences.
CustomersFirst Academy and the Insurance Training Center have collaboratively taught over 46,000 professionals at top organizations worldwide. Join us as we pave the way for the future of insurance customer service excellence!
Join Thousands of Happy Professionals Worldwide
I took this course to brush up my customer service skills for my new job and it was a comprehensive and thorough review but I also came away with new ideas. I found areas I can work to improve on and have clear, real-life examples I can use from this class to improve my customer interactions. I will even take some of the skills covered in this course to assist me in my personal relationships as well! Thank you, I learned so much and definitely would recommend this course.
This course has a great wealth of information applicable to people with different experiences and working in variety of industries. Interviews with high achievement customer service professionals are of a special value. Recommendations on working from home are very timely regarding recent virus situation. The course is very well and logical structured, it is easy to follow. Can be recommended to everyone seeking success in business or personal career.
Thank you for the great course. I like the fact it is divided into little chunks to avoid boredom and burnout. I like how it's like an overview of a lot of aspects of customer support and how to provide great customer experience that you know your customers are worth. I also liked the part where Viktoriya interviews professionals to help us get an insider's look at how those people operate. Thank you 😀
Really impressed with both the content coverage and the quality of the advice in this course. Vica really knows what she's talking about in customer service. If you're running a customer service team or your job involves interfacing with customers, she presents a great set of tools for you to use. Highly recommended. I took a lot of notes during this course and I plan on re-watching it later down the line.
Loved it! I work in a telecommunications company and was looking for some training on customer service. I randomly came across this course and found it to be very clear and informative. The instructor explains the lessons very well and is easy to follow and understand. I highly recommend it!
Well researched and well presented, Viktoriya strikes a perfect balance between breadth and depth in her coverage of the key concepts and best practices for customer service. Also appreciate the many useful course resources she included in the course to help with learning. Highly recommended!
Who Is This Training For?
- Forward-thinking organizations in the insurance ecosystem that understand the pivotal role of customer service in driving success and are proactive about implementing strategies for improvement.
- Customer-centric businesses that value a culture of continuous learning and seek to equip their employees with confidence, skills, and strategies for delivering exceptional service.
- Insurance professionals aspiring to improve customer loyalty, retention, and satisfaction, contributing to the organization's competitive edge and overall success.
Who Is This Training NOT For?
- Organizations that fail to recognize and appreciate the substantial influence of customer service on overall business success.
- Businesses unwilling to put customers first and invest in their team's learning and development to propel their business to new heights.
Empower Your Team for Success
1 Course
$147 per User
- Engaging Video Lessons
- Lifetime access
- Downloadable Resources
- Interactive Quizzes
- Resource Library
- Digital Certification
- Mobile-Friendly Learning
- Dedicated Account Manager
- Priority Email Support
Full Program: 3 Courses
$147 per User
Save 70% $499
- Engaging Video Lessons
- Lifetime access
- Downloadable Resources
- Interactive Quizzes
- Resource Library
- Digital Certification
- Mobile-Friendly Learning
- Dedicated Account Manager
- Priority Email Support
- Plus:
- BONUS: 7-Day Empathy Training ($97 Value)
- BONUS: Cyber Security Course ($97 Value)
Have Questions? Let’s Chat!
We’re here to help!
Reach out and let’s talk about your team’s needs.
Ready to Upskill Your Team? Get in Touch!
The path to success is in the people right in front you—with support from our world-class customer service training. Reach out and we’ll talk about what your team needs.
Frequently Asked Questions About CustomersFirst Team Training
Our courses are delivered entirely online through a secure learning management system (LMS). Users can access the content from any device at any time. Lessons include bite-sized video lectures, interactive quizzes, digital workbooks and interactive activities. You have full control over the schedule and pace you’d like your team to complete the training.
Yes, our courses are fully responsive and can be accessed via any computer, tablet or smartphone. This allows maximum flexibility for users to learn from anywhere with an internet connection.
All reference materials, worksheets and case studies included in the lessons can be downloaded for offline use and mobile study. Video lectures must be viewed online.
Our dedicated support team is available via email during normal business hours. If you or your staff have any technical or administrative questions, our team is quick and happy to help!
Once an order is placed, we can have your team enrolled in 24 hours. Users simply need an internet connection and device to start learning right away. They’ll get a welcome email with login instructions and can access the learning materials right away!
Yes, our system allows administrators to easily track your team’s learning progress. This provides visibility into user course progress and who has completed training.
We continuously review and update our courses in response to changing customer needs and industry trends. You will receive access to course upgrades at no additional cost.
100% Satisfaction Guarantee
If in the first 14 days of your purchase our training doesn’t address your learning and growth needs, we’ll reimburse you in full! No questions asked.
