Webinar Event - Communicating with customers during this difficult time

The Insurance Institute of Cardiff invite you to a webinar event on what to say and how to say it: communicating with customers in difficult and uncertain times

Event Details:

Tuesday 24th March 2020 - 12:00 - 13:00

The webinar will be run via Zoom, a global web-conferencing solution. Zoom is easy to use, a link and joining instructions will be sent to you ahead of the webinar.

***** Please note there are only 30 spaces available, therefore we have to restrict to 2 participants per company ******

About the session:

The spread of COVID-19 has created difficult and uncertain times for customers and the insurance industry. Customer anxiety is heightened. The industry is under pressure. There are conflicting news stories about what insurance will or will not cover. Never has communication to customers been more important. Communicating in such difficult and uncertain times requires skill in what to say but also what not to say. Skill in how to deliver the message or how not to deliver the message. This webinar will provide a strategy on how to communicate with customers in the current climate in a way that will reduce anxiety, provide clarity and keep the customer on-board.

Learning outcomes:

By the end of the session, participants will be able to:

• Understand how to communicate with customers at times of difficulty and uncertainty.
• Identify the language and communication methods most suitable for your customers.
• Implement a strategy to communicate in a way that provides clarity and reassurance to customers in a way that keeps them on-board.

The trainer:

Jeff Heasman is a leading international trainer who specialises in communication skills within the insurance and financial services sector. Jeff is a certified practitioner in Neuro-Linguistic Programming (NLP) and a professional member of the Academy of Modern Applied Psychology. In addition, Jeff holds a bachelor degree in laws from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults. Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company. Subsequently he was Dean of the Faculty of Law at Cavendish University in Zambia, has been a tutor at Swansea University and a lecturer in international negotiation skills to MBA students at ESIC University in Spain. Jeff now combines his experience and expert knowledge to provide communication skills training to prestigious organisations, companies and individuals throughout the world.

*** Please note booking will close at 4pm Monday 23rd March in order to allow time for the joining instructions to be sent before close of business Monday 23rd March 2020. ***