Empower Your Team to Deliver Excellent Customer Service

Onboard, Upskill, and Reskill Customer-Facing employees for today’s success and tomorrow’s growth

Trusted by 41,000+ professionals at leading Organizations Worldwide

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“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

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“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.

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“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.

 

Follow Our Step-By-Step, 12-Week Training For Customer Service Success

Course 1: Weeks 1-3

The Impact Of External And Internal Service

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Course 1: Learning Objectives and Curriculum

  • 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.​
  • 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

Course 2: Weeks 4-6

Developing a Customer-Centric Mindset

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Course 2: Learning Objectives and Curriculum

Accordion Content
  • 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

Course 3: Weeks 7-9

Understanding Customer Psychology

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Course 3: Learning Objectives and Curriculum

Accordion Content
  • 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:

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What's Included In Your Training

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

Celebrate employee accomplishments with a digital course completion certificate.

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!

 
 
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Join Thousands of Happy Professionals Worldwide

Who Is This Training For?

Who Is This Training NOT For?

Empower Your Team for Success

Choose ONE Course

$97

Per User / Year

3–In-1 Course Bundle

$147 (Save 70%  $450)

Per User / Year

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.

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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.

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