From criticism to collaboration : Communication strategies for resolving complaints - AFTERNOON

Wednesday, 22 July 2020
3:00 pm – 4:00 pm
    • Jeff Heasman

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 session will provide a strategy on how to communicate with customers in the current climate

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

  • understand why people complain and what they want.

  • recognise key language for dealing effectively with complaints.

  • implement a strategy to communicate in a way that turns criticism into collaboration in a way that will reduce anxiety, provide clarity and keep the customers onboard.

CII Accredited

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

1 hour's 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