1 / 11

CILA Junior Conference 2012

CILA Junior Conference 2012. Business Skills Val Barlow. Learning Outcomes. By the end of the session you will be able to: Describe the emotional impact of a claim on the policyholder and the impact you have on the situation. When faced with this…. We sometimes forget the person….

xaviera-vaughan
Download Presentation

CILA Junior Conference 2012

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CILA Junior Conference 2012 Business Skills Val Barlow

  2. Learning Outcomes By the end of the session you will be able to: • Describe the emotional impact of a claim on the policyholder and the impact you have on the situation

  3. When faced with this…

  4. We sometimes forget the person…

  5. Heart of the customer – The grief cycle Active Anger Acceptance Stability Bargaining Testing Denial Time Passive Immobilisation Depression

  6. How many times are you told to… • Be empathetic • Build rapport • Be customer centric • Be customer focussed • Treat every call as the first • Be patient • Be understanding

  7. Communication ‘The single biggest problem with communication is the illusion it has taken place’ (George Bernard Shaw)

  8. Face to Face Communication

  9. First order structural diagram/PAC model Parent – (taught concept of life) behaviours, thoughts and feelings copied from parents or parental figures. Adult – (thought concept of life) behaviours, thoughts and feelings which are direct responses to the here -and –now. Child –(felt concept of life) behaviours, thoughts and feelings replayed from childhood

  10. Transactions P P Stimulus A A Response C C

  11. CILA Junior Conference 2012 Business Skills Val Barlow

More Related