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DTSTAMP:20260314T020845
DTSTART:20250123T140000
DTEND:20250123T150000
SUMMARY:Empathetic Firmness
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\nEmpathetic Firmness\n\nProviding the hig
 hest possible levels of customer service in the Insurance Industry requi
 res a balance between the ability to be firm when required but to do so 
 with empathy, consideration, and sensitivity. I call this balance empath
 etic firmness. Learn how to incorporate and balance these elements into 
 every customer conversation.\n\n \n\nPresenter: Stephen Franklin\n\nSte
 phen P. Franklin specializes in corporate staff and leadership developme
 nt, and in individual professional and career development.\n\nSteve has 
 taught and coached Professional Development Programs for more than 30 ye
 ars, currently in his own practice featuring a number of training progra
 ms which he has created.  Over the last 3 decades plus he has helped th
 ousands of individuals with their professional development with his vari
 ous programs.  He has worked extensively with the Insurance Industry, d
 elivering programs for many of the Insurance Institutes and Insurance Br
 okers Associations across the country.
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