Customer Focused Service:

A One-Day Course to Elevate Service Delivery Skills

Customer Focused Service is an interactive training program, designed specifically for claims professionals.  It contains a number of individual and small group exercises, role plays and includes an action plan so participants transfer classroom learning to the workplace environment.  
Topics Covered:
  • Moments of Truth
  • Characteristics of Great Service Providers
  • Contact Time and Changes in Motivation
  • Shaping Insured/Claimant Misinformation
  • One and Two Way Communication
  • Listening Skills
  • Active Listening
  • Telephone Skills
  • Effective Writing Rules
  • Delivering Negative Information
  • Conflict Management
  • Emotion
  • Service Recovery
  • The Cycle of Service
For information call (732) 942 - 0411 or e-mail us at