IBANS is pleased to present five separate webinars for our Education Week 2023, sponsored exclusively by Economical Insurance. The theme for this year's event is " Enhancing the Customer Service Experience". All webinars will focus on how brokers can deliver a more value-based approach when dealing with their clients. Join us for a week of in-depth learning to expand your customer service skills, and push yourself to become the best at what you do!

All webinars will be hosted via Zoom. Login details will be emailed to participants the day before the session.

Dealing With Angry Customers

One of the most challenging aspects of being an insurance broker for many is having to deal with angry customers or clients.  Often we can end up carrying the stress from their anger with us long after the conversation is over. We probably don’t provide the best level of Customer Service in these high pressured encounters. And, if we don’t handle the conversation properly we often inadvertently make things worse. In this webinar you will gain some simple but powerful techniques for dealing effectively with angry customers and clients and for reducing the stress we experience from these interactions. You will learn the best way to maximize the chances of getting positive outcomes from these tense conversations.

Key Learning Points:

• Keys to dealing with angry customers
• Techniques for staying calm in the face of anger
• Calming techniques, the best way to calm angry people down
• Responding to their issues with the highest levels of positive Customer Service
• Setting boundaries, determining when it's time to walk.

Your Presenter: Stephen Franklin

Stephen's passion is to help people and companies achieve higher levels of success through training, coaching and consulting. He is the owner of Stephen P. Franklin Training, located in Riverview, New Brunswick and has developed courses for over 20 years. Stephen is no stranger to the insurance industry, having developed specific courses for the Insurance Institute of New Brunswick, and also for IBANS/IBANB.