Enabling excellent customer service

Wednesday, 27 March 2024
12:00 pm – 1:30 pm (UK time)
    • Caroline Martin Cert CII, Leadership Coach and NLP Trainer & President of the Chelmsford and South Essex CII, Enabling Wings

Join us for this interactive session which will be hosted Live-Online on Zoom.

We aim to make this session as close to an in person session as possible and so please have your camera on where possible so that you can interact fully with other members of the group.

The financial services industry is a people business and so with every interaction it is important to think about the customer experience.

Research shows that between 50 and 95% of people receiving a poor customer experience will tell someone about it (This includes a poor experience with internal cusomers and colleagues). Only 25% of people are likely to share positive experiences.

Customer experiences have a direct impact on the company reputation and financial results. How can we make sure our customers have a great experience?

In this fully interactive session we will get back to the basics. We will:

- Share examples of poor and great customer service
- Review the key elements of good customer service
- Discuss what turns good to excellent?
- Consider how can we make a difference?

About your trainer

Caroline has worked with multinational clients in the insurance world for more than 27 years.
In 2012 serendipity lead her on a journey to explore personal development and the power of the mind and since that time Caroline has trained with many world famous coaches. She discovered that the soft skills which she had lacked as a corporate Technical Adviser were the missing keys to success.
Caroline is now a Leadership Coach and NLP Trainer, Co-Author of the internationally best-selling personal development book Determined to Rise and President of the Chelmsford and South Essex CII.
Caroline works with leaders and their teams to help them become the best that they can be.

  • Online

Please note: This event is a regional collaboration between the local institutes in the area. Your booking details will be shared with the Insurance Institute of Chelmsford and South Essex, which is acting as the host institute for this event.

CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 1/2 hours' CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at www.cii.co.uk/cpd.