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ACS 101 — Customer Service for Insurance Professionals

Course Type: Highly Interactive Online Course
Topics: Customer Service
Designations: ACS, AIAA
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

First time enrollers in LOMANET need to create a record.

  1. Go to www.lomanet.org.
  2. Choose language
  3. Click on Register.
  4. Enter your Company Number and Ed Rep Last Name and click Continue Registration
    OR click Continue Registration for Independent Students.
  5. Enter Name, e-mail, and date of birth. Click Submit.
  6. You will receive your ID and a temporary password for LOMANET.

To Enroll

  1. Log into LOMANET.
  2. Click on Enroll for Exam.
  3. Choose your course from the list.
  4. Click on the timeframe to access the course.
  5. Enter payment information and click Enroll.

To Access the Course

  1. Log into LOMANET.
  2. Click on My Learning.
  3. Click on the link for the course you're studying.

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 the ACS courses?

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