Strategies for Delivering Bad News in Insurance
The art of customer service for insurance professionals
How you deliver bad news can make or break client relationships and your reputation. But getting it right doesn’t need to take years of experience – you can learn this essential skill right here, today!
What You Will Learn
PROVIDE EXCEPTIONAL CUSTOMER SERVICE
STRESS MANAGEMENT TECHNIQUES
IMPROVE BUSINESS DEVELOPMENT SKILLS
DRIVE CUSTOMER LOYALTY AND RETENTION
Learning Objectives
Upon completing this course you’ll be equipped to:
- Articulate the importance of delivering bad news effectively and its impact on customer relationships;
- Implement effective communication strategies for conveying bad news with clarity and compassion;
- Display best practices for maintaining professionalism and empathy when delivering bad news;
- Utilize practical solutions to mitigate the impact of bad news on customers; and
- Demonstrate the ability to navigate challenging customer interactions to ensure positive outcomes.
Course Curriculum
- Course Introduction
- Course Objectives
- Course Resources
- Introduction
- Gathering Information
- Gathering Information: Practice Exercise
- Gathering Information: Practice Exercise Sample Response
- Predicting the Impact
- Predicting the Impact: Practice Exercise
- Predicting the Impact: Practice Exercise Sample Response
- Anticipating Customer Reactions
- Anticipating Customer Reactions: Practice Exercise
- Anticipating Customer Reactions: Practice Exercise Sample Response
- Introduction
- Choosing the Right Time and Place
- Choosing the Best Communication Channel
- Explain the Situation
- Express Empathy and Understanding
- Offer a Sincere Apology
- Does Saying Sorry Incriminate Me?
- Discussing Potential Solutions
- Effective Communication Exercise
- Effective Communication Sample Response
- Introduction
- Immediate Follow Through
- Continuous Communication with Customers
- Keeping Customers in the Loop: Practice Exercise
- Keeping Customers in the Loop: Practice Exercise Sample Response
- Immediate Feedback Solicitation
- Gathering Customer Feedback: Practice Exercise
- Gathering Customer Feedback: Practice Exercise Sample Response
- Conclusion
- Course Survey
- Final Assessment: Strategies for Delivering Bad News in Insurance
About ITC courses
ITC takes pride in delivering high quality, unbiased courses on professional and management liability insurance and related topics. Designed specifically for online delivery, our courses are interactive, include activities and quizzes, use practical illustrations and real-life case studies and deliver knowledge in bite-sized portions so even just 5 minutes is learning time well spent.
How we build courses
ITC courses are the product of a collaborative approach. We work closely with subject matter experts to build out course content, the ITC design team brings that content to life, and no course is published before undergoing an intense review by an industry panel. Our process also includes post-publication reviews and updates because ITC is committed to delivering quality courses that remain accurate, relevant and up-to-date, long after they are first published.
Testimonials
ITC effectively tackles complex subject matters in a very creative manner. I would highly recommend to anyone looking to broaden their understanding.
Great way to enjoy an evolving subject matter. Thank you ITC, enjoyed that!
I’ve been in the insurance industry for over 20 years and this is by far the best educational material I have seen! Great for new and established professionals!
ITC Education is the perfect platform for busy insurance professionals to expand their knowledge in bite-size, manageable, easy & informative modules. The subject matter is well researched and presented in an engaging and easy-to-understand format. The modules are set up so that you can zero in on a subset or explore the topic more fully – time permitting. The examples are easily applied to real-life situations.
The coverage explanations are comprehensive and straightforward, coverage comparison tips are very helpful, and the claims examples are readily adaptable to real-life client scenarios. The visuals are easy to follow and the succinct course modules allowed me to review the modules on my own timeline- or to go back to modules that I wanted to revisit. Plus, as a very welcome bonus, continuing education credits are available in certain jurisdictions!
These are the best online insurance training offerings I’ve seen in terms of content and ease of use.
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If your jurisdiction is not list on our website, ITC courses may still qualify for CE or CPD credit but it will be your responsibility as a student to verify this with your regulator.
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Strategies for Delivering Bad News in Insurance
- Foundation to Advanced
- 34 lessons
- 1.5 Hours
