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DTSTAMP:20260517T023007
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SUMMARY:Dealing with Angry Customers
DESCRIPTION:Welcome to IBANS Education Week - Sponsored Exclusively by Ec
 onomical Insurance\n\nWe are focusing this week of learning on Customer 
 Service. As brokers, you are the bridge between consumers and insurers a
 nd your success depends not only on the superior product knowledge you d
 eliver, but also on how you communicate this product knowledge. By the e
 nd of these webinars, you will be given the tools and strategies that wi
 ll improve your skills to effectively handle difficult or challenging co
 nversations. You will gain a better understanding of how to navigate emo
 tional and high stress interactions with professionalism, problem solvin
 g skills, and empathy.\n\n \n\nDealing with Angry Customers\n\n** Back 
 by popular demand! **\n\nThis can be one of the most unpleasant aspects 
 of the role of Insurance Professional, and one of the most challenging r
 oles in customer service. Learn powerful techniques for de-escalation an
 d for working with angry customers to achieve the best possible outcomes
 .\n\n \n\nPresenter: Stephen Franklin\n\nStephen P. Franklin specialize
 s in corporate staff and leadership development, and in individual profe
 ssional and career development.\n\nSteve has taught and coached Professi
 onal Development Programs for more than 30 years, currently in his own p
 ractice featuring a number of training programs which he has created.  
 Over the last 3 decades plus he has helped thousands of individuals with
  their professional development with his various programs.  He has work
 ed extensively with the Insurance Industry, delivering programs for many
  of the Insurance Institutes and Insurance Brokers Associations across t
 he country.
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