Return to Homepage

ACS 101 — Customer Service for Insurance Professionals

Course Type: Highly Interactive Online Course, Designation
Topics: Customer Service
Designations: ACS
Language: English



Overview

ACS 101 is an online course that uses a variety of media to provide a comprehensive overview of the role of customer service in insurance and financial services organizations and the skills service providers need to deliver exceptional customer service.

Topics

  • Introduction to Customer Service
  • Exceptional Customer Service
  • The Customer-Centric Organization
  • Organization and Teamwork in Customer Service
  • Customer Service Processes and Measurement
  • Better Customer Service Through Technology
  • The People Who Drive Customer Service: Selection and Training
  • The People Who Drive Customer Service: Evaluation and Motivation
  • Understanding Customer Expectations and Perceptions
  • Customer Service and Communication
  • Effective Communication
  • Listening to and Understanding Customers
  • Interacting with Customers
  • Succeeding in Customer Service

Module 1: Introduction to Insurance Customer Service and Customers

Why is customer service important for insurance companies and how do they provide customer service? This module will help you learn about topics such as:

  • Types of insurance customers and customer service providers
  • The importance and delivery of excellent customer service
  • Customer service processes and technology

Module 2: The Customer Service Professional

How do you achieve success in customer service for an insurance company? This module includes information, scenarios, and activities to explain what companies expect from their customer service areas and providers. It also offers some techniques on managing important challenges associated with customer service. Some of the main topics covered are:

  • Objectives for customer service
  • Measuring customer service performance and customer satisfaction
  • Managing time and stress

Module 3: Customer Service Skills in Action

Providing excellent customer service requires sound communication skills. This module provides information, applications, and practice exercises to help improve insurance company employees’

  • Verbal and nonverbal communication skills
  • Listening and understanding over the telephone
  • Written communications with customers

Module 4: Effective Delivery of Customer Service

This module teaches additional skills to help you interact effectively with customers in different situations, even when the customer is upset. This module covers:

  • Customer behavior
  • Skills for explanations, persuasion, and negotiation
  • Dealing with upset customers

Course Format

LOMA’s popular online interactive courses teach important industry concepts through an engaging, highly interactive, multi-media approach that often includes integrated video, audio and scenario-based learning. Online interactive courses are designation courses with integrated exams—the modularized examinations are built right into the course as part of the learning experience. No separate exam enrollment required!

Exam Format

Integrated Exams

Online interactive courses are non-proctored designation courses—the modularized examinations are built right into the course as part of the learning experience. No separate exam enrollment required!

Study Materials

LOMA’s popular online interactive courses teach important industry concepts through an engaging, highly interactive, multi-media approach that often includes integrated video, audio and scenario-based learning. Online interactive courses are designation courses with integrated exams—the modularized examinations are built right into the course as part of the learning experience. No separate exam enrollment required!

How to Enroll

Enrolling in an Online Designation Course

  1. Log in to your LOMA Learning account using your login ID and password.
  2. Browse the Learning Catalog for the course for which you would like to enroll.
  3. Select ADD TO CART next to the items for which you would like to enroll.
  4. Return to the catalog to continue searching for courses and add additional items to your shopping cart, or click the shopping cart to check out.
    • Note: if you have not already done so, you will be prompted to log in to the LOMA learning system at this time. Once you have successfully logged in, click the shopping cart again to begin the checkout process.
     
  5. Review your shopping cart, and add any promotional or order discount code. Click CHECK OUT to proceed.
  6. If you are purchasing a physical product (example: a textbook), complete the SHIPPING information screen.
  7. Enter payment information
    • If your company has set up direct billing with LOMA, an account code will appear next to the “Bill My Company” field.
    • If you are using direct-to-company billing method, ensure that the radio button next to the “Bill My Company” field is selected and then click “Next” to continue.
    • If you are paying for your enrollment by credit card, enter all of the required fields for a credit card transaction. Once you have provided all of the required information, click “Next” to continue.
     
  8. Review your order, accept LOMA’s Terms and Conditions, and click BUY NOW. An enrollment confirmation will be emailed to you.

See the ACS 101 intro video
ACS 101 Intro screen

Try the interactive demo
for ACS 101!

Course Comparison Chart

Trying to decide between the traditional-access and highly interactive online versions of our courses?