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Video On Demand

CSR Essentials - Relationship Management - NO CE

Average Rating:
   9
Categories:
ABEN Masters |  CSR Training |  Professional Development |  Professional Development - Operations and Human Resources
Speaker:
Nancy Langton
Duration:
1 hr 30 mins
License:
Access for 90 day(s) after purchase.

Audience: csr-essentials Agent and Customer Service Training

Description

Course Description:

Welcome to the Relationship Management: Building Successful Business Relationships training seminar! This is class that will give you the skills needed to build successful relationships with your co-workers, managers and clients.

Throughout the workshop, you will complete case studies and skill reinforcement activities that will ensure the learning stays with you.

Upon completion of the Relationship Management workshop, attendees will be able to:

  • Understand the roles of the Underwriter, Producer, Account Manager and Customer Service Representative and how they interact with one another to benefit the customer
  • Identify the Four Communication Styles and complete a self-inventory leading to identification of the individual's type
  • Describe how people's various communication style, background and situation impact the delivery of a message
  • Identify how various individuals view the importance of credibility, expertise and trust
  • Identify factors that create conflict at work with various individuals
  • Apply clever questioning and active listening techniques to resolve conflict
 

Please note, it is highly recommended to complete the Relationship Management Inventory, found under the materials tab, in advance of the class.

Course Materials

ABEN_IIABNY Mod 4 - Updated Relationship Management Slides 09 25 2014 Available after Purchase
Course Notebook Available after Purchase
PLEASE COMPLETE IN ADVANCE OF SESSION - INVENTORY ASSESSMENT Available after Purchase

Speaker

Nancy Langton Related Seminars and Products

Partner, New Level Partners

Nancy M. Langton

Nancy Langton, a founding partner of New Level Partners, LLC, is an educator and a business professional with over 25 years of experience within the insurance industry in the areas of training and development, human resources management, and recruiting.
Problem solving energizes Nancy. She thrives on leveraging her extensive insurance industry experience, along with a life-long passion for learning management and instructional design and delivery, to collaborate with executives and learning professionals in fulfilling their visions and needs. Combining new hire programs, existing staff development and production efficiency initiatives with innovative learning solutions that meet unique business objectives, are just a few examples of Nancy’s capabilities.
Prior to cofounding New Level Partners in 2001, Nancy directed Human Resources for several national brokerages and top-tiered insurance carriers including Chubb and PLI Brokerage, just to name a few. She has successfully managed recruitment and strategic staffing of all levels and created and executed numerous training strategies.
In addition to her work in learning management, Nancy regularly speaks at numerous conferences on a range of learning and development, risk management and insurance and talent acquisition topics.
Nancy earned her BS in Comprehensive Business Education and MA in Training and Development from the College of New Jersey. She currently serves on the non-profit Board of Directors for Project InVEST and is a member of Society of Insurance Trainers and Educators (SITE), Elearning Guild and Society of Human Resource Managers (SHRM).
Nancy resides in central New Jersey with her husband and three children. In her spare time, Nancy enjoys spending time with family, fitness, traveling and meeting new people.
New Level Partners LLC (NLP) is an Educational Consultant and Services provider founded in 2001 by its current partners, William Harwood and Nancy Langton. NLP’s Insurance Education experience includes Commercial Lines and Personal Lines coverage, risk management and related business skills. NLP has designed, developed and deployed an extensive range of coverage and skill development curriculums, both in E-Learning and Instructor-Led formats. NLP has off-the-shelf courses and also customizes course/program content to client specifications. NLP is committed to the highest quality of training content and the most effective, and interactive, learner experience.

 

State Specific Details

State Approval Information Details

No CE is awarded with this webcast!


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