10162121Customer Service in an Insurance Environment
Course Information
Description
This course will provide the student with a foundation to provide insurance industry clients with exceptional customer service. How to listen and interact with customers, how to understand customer expectations and perceptions, communicating professionally, organizing the workday, and developing a customer service strategic plan will be covered. Other topics include handling customer complaints, the importance of documentation, meeting compliance requirements and using technology effectively to meet customer service goals.
Total Credits
3
Course Competencies
  1. Identify and explain the characteristics of exceptional customer service.
    Assessment Strategies
    By experiencing service and writing a one to two page paper highlighting the qualities observed.
    By discussing their customer service experience with the class.
    By preparing and submitting a one page paper describing employment that they have held and how it provides service to the customer.
    Criteria
    Student can identify the qualities that make up exceptional customer service.
    Student's reflection of service received presents insight about the learning experience.
    Student's reflection presents a realistic picture of how the skills transfer to a customer service position.

  2. Communicate the keys to building customer loyalty.
    Assessment Strategies
    By verbally outlining the ways to build customer loyalty.
    By answering a set of questions in Blackboard.
    Criteria
    Student can positively describe ways to improve customer loyalty in an insurance environment.
    Student has gained an understanding of the benefits of customer retention.

  3. Identify the skills and performance needed to provide exceptional customer service.
    Assessment Strategies
    In a written reflection of what was learned through the experience.
    Criteria
    Student's reflection accurately describes ways they can improve service to their customers.

  4. Improve customer communications by identifying customer personality types and making adjustments.
    Assessment Strategies
    By working in groups to resolve customer requests through identification of the personality type and suggestions for resolving the problem. Results will be submitted in writing.
    By participating in role plays in the class and orally identifying the areas of concern in communication.
    Criteria
    Student presents a realistic picture of solving customer problems, in the insurance environment, by identifying the personality type they are communicating with and making changes in their communication strategies.
    Student can identify factors that lead to communication problems.

  5. Communicate effectively through writing business letters, emails, telephone calls, and active listening.
    Assessment Strategies
    By preparing and submitting a letter requesting additional information.
    By working with case studies, making suggestions for improvements in communication, and verbally presenting those suggestions to the class.
    Criteria
    Student's reflection includes strategies for communicating more effectively to the customer in written communications.
    Student's reflection indicates suggestions for improvements in verbal communication.

  6. Apply Wisconsin Insurance Laws dealing with solicitation and apparent authority to their communications with clients.
    Assessment Strategies
    By answering a set of questions in Blackboard
    Criteria
    Student understands the Wisconsin Insurance Laws dealing with apparent authority and telephone solicitation.

  7. Resolve common customer service problems in the insurance industry.
    Assessment Strategies
    By answering a set of questions in Blackboard.
    By electronically submitting 5 written service objectives.
    By working with case studies of common service problems, making suggestions for improvements in communication, and turning in a one page paper indicating the problem and resolution.
    Criteria
    Student's reflection includes strategies for communication with customers during conflict.
    Student provides suggestions for service objectives for insurance staff.
    Student practices problem solving in a service environment.

  8. Develop and present a customer service strategic plan.
    Assessment Strategies
    By preparing and submitting a mission statement as a group.
    As part of a group, student is able to write and submit a customer service strategic plan.
    As part of a group effort, the student is able to present their strategic plan solution to the class.
    Criteria
    Student's reflection includes an understanding of the components of and reasons behind a customer service mission statement.
    Student can, as part of a group, outline steps for implementation of a customer service plan.
    Student can verbally communicate and effective strategic customer service plan.

  9. Identify steps to developing a business code of ethics.
    Assessment Strategies
    By answering a set of questions in Blackboard with regards to confidentiality of information and compliance.
    By creating and submitting a code of ethics as part of a group.
    Criteria
    Student's reflection includes insight into Wisconsin Insurance Laws dealing with confidentiality and compliance.
    Student's learning indicates an understanding of the importance of confidentiality in an insurance environment.

  10. Identify steps to prioritizing work and managing time.
    Assessment Strategies
    By preparing and submitting a one page paper to the instructor describing their time management personality style and areas they could improve.
    By submitting a suggestion for time management and sharing it with the class.
    As a team member, student is able to work effectively on case studies to prioritize work.
    By submitting an experience summary to the instructor indicating what was learned.
    Criteria
    Student's learning indicates an understanding of the Time Management Matrix and prioritizing work.
    Student's reflection indicates improvement in their time management skills.
    Student's learning indicates an understanding of the Time Management Matrix and prioritizing work.
    Student's reflection indicates improvement in their time management strategies.