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