Afternoon Workshop: Extraordinary Client Service

In the highly competitive commodotised insurance market, it's service that differentiates you, builds loyalty and creates advocates. Understanding how to tailor communications and strengthen relationships can make a huge difference to clients' experience and their perception of your service.

The session is ideal for those who have a few very important clients. It is useful for those who manage a large book of business and need to build rapport with a range of personalities.

It is a chance for delegates to step out of the busyness of day to day and reflect on the relationships they have with their key clients and stakeholders. It's an opportunity to review how well they know them, how they can build better rapport and how they can create more opportunities to surprise and delight them.

By the end of the session delegates will be able to:

• Describe the 7 things that all clients want
• Recognise the 4 main personality styles
• Assess their own dominant style
• Describe the personality styles of their key clients
• Recognise what's important to them
• Actively listen so that clients feel heard and understood
• Adapt their pace to build rapport
• Adjust their style of communication to strengthen the relationship
• Apply this insight to a typical interaction or client journey to ensure that clients' needs are being anticipated and met
• Address challenges that working with other personalities can present

Time: 12.30pm Lunch & Registration; 1.30pm Start; 4.30pm Finish

Venue: AXA Insurance, Temple Row, Birmingham

Lecture are provided free of charge to CII/PFS members. A £15.00 charge is made for non-members attending the lecture payable at the time of booking (Please note: If payment is not made at the time of booking online, kindly advise in the special requirements box your method of payment, e.g. cheque to follow in post).

Proof of membership is required; kindly ensure you bring along your CII/PFS PIN for registration.

If this event becomes fully booked, please email birminghaminstitute@cii.co.uk to be added to our reserves list.