Welcome to IBANS Education Week - Sponsored Exclusively by Economical Insurance

We are focusing this week of learning on Customer Service. As brokers, you are the bridge between consumers and insurers and your success depends not only on the superior product knowledge you deliver, but also on how you communicate this product knowledge. By the end of these webinars, you will be given the tools and strategies that will improve your skills to effectively handle difficult or challenging conversations. You will gain a better understanding of how to navigate emotional and high stress interactions with professionalism, problem solving skills, and empathy.

Empathetic Firmness

Providing the highest possible levels of customer service in the Insurance Industry requires a balance between the ability to be firm when required but to do so with empathy, consideration, and sensitivity. I call this balance empathetic firmness. Learn how to incorporate and balance these elements into every customer conversation.

Presenter: Stephen Franklin

Stephen P. Franklin specializes in corporate staff and leadership development, and in individual professional and career development.

Steve has taught and coached Professional Development Programs for more than 30 years, currently in his own practice 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 worked extensively with the Insurance Industry, delivering programs for many of the Insurance Institutes and Insurance Brokers Associations across the country.