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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…. - PowerPoint PPT Presentation
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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…
Heart of the customer – The grief cycle
Active
Passive
Time
Stability
Immobilisation
Denial
Bargaining
Anger
Depression
Testing
Acceptance
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
Communication
‘The single biggest problem with
communication is the illusion it has taken place’
(George Bernard Shaw)
8
Face to Face Communication
Tone
Words
Body language
First order structural diagram/PAC model
Parent – (taught concept of life) behaviours, thoughts and feelings copied from parents or parental figures.
Child –(felt concept of life) behaviours, thoughts and feelings replayed from childhood
Adult – (thought concept of life) behaviours, thoughts and feelings which are direct responses to the here -and –now.
Transactions
P
A
C
P
A
C
Stimulus
Response
CILA Junior Conference 2012
Business Skills
Val Barlow
