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.

Planning the Customer Experience: From Entry to Follow-Up

In this presentation, Stephen will walk you through ideas around planning your customer service experience – no matter the entry point – to ensure your messaging to customers is welcoming, professional and consistent. He’ll have advice about your brand promise and about the importance of timely follow-ups so that you – and your teams – can deliver an outstanding customer experience each and every time.

Your Presenter: Stephen Heckbert

Stephen Heckbert brings a talent for public affairs and a passion for results to every project. A fluently bilingual communications leader with a bias for action, Stephen’s expertise comes from years of executive-level work with governments, association, not-for-profits, and the private sector.  A native of Prince Edward Island, Mr. Heckbert brings more than 20 years of experience in government relations, media training, strategic communications, public and media relations, media analysis, marketing, writing, and project management to every project.