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Life Health > Life Insurance

Customer Service 101

By Michael K. Stanley

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Consumers would be willing to pay a premium of up to 25 percent more if it were to guarantee exceptional customer service. Ironically, 25 percent of consumers ceased conducting business with a company due to what they perceived as shoddy customer service and they shared that negative experience with their friends and family.

At a time when many families and individuals across the country are living under extreme austerity the fact that consumers would be willing to pay more for superior customer service highlights the vital role that it plays.

LOMA has taken the recent findings into consideration and they have crafted their Customer Service for Insurance Professionals (ACS 101) course around the statistics. LOMA hopes to provide an expansive and comprehensive view of the importance of customer service. The course will also offer insurance-specific information and skills based training while employing  a multi media platform with job relevant scenarios in order to create an interactive environment where course takers are able to practice and hone their customer service skills.

“We were privileged to work with customer service leaders from 18 insurance and financial services organizations to create a course tailored specifically to the industry’s needs. Our goal in developing Customer Service for Insurance Professionals was to ensure that member companies could provide their employees with the latest in customer service training in a flexible and highly interactive online environment. The course engages and even entertains employees as they develop business acumen and practice skills that are vital to their success as service professionals,” said Kathy Milligan, vice president of LOMA Education & Training.

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