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ACS 101 — Customer Service for Insurance Professionals

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



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 that all employees—not just customer-facing staff—need to deliver exceptional customer service.

Topics

  • Customers and Their Expectations
  • Elements of a Customer-Centric Culture
  • The Voice of the Customer
  • Making Ethical Decisions and Protecting Customers
  • Listening and Understanding
  • Communicating Effectively
  • Empathy and Cultural Sensitivity
  • Understanding and Managing Customer Behavior
  • Verbal Interactions
  • Written Interactions
  • Time and Stress Management
  • Evaluating Customer Service Processes
  • Evaluating Customer Service Interactions

After completing this course, learners will be able to

  • Identify the components of a customer-centric culture and how the functions performed by an insurance company's customer-facing and non-customer-facing employees impact the customer experience.
  • Define the voice of the customer, and describe how insurance companies use technology and journey mapping to improve the customer experience.
  • Describe the primary principles of ethical conduct; identify red flags that may indicate fraudulent acts, including senior financial exploitation and other cybercrime; and describe how insurance companies combat such fraud.
  • Describe and demonstrate active listening skills and empathy, and explain how they are used to improve customer interactions.
  • Recognize and interpret various forms of verbal, nonverbal, and written communication; know when to use the different communication methods; and identify cultural differences that affect communication.
  • Recognize the kinds of situations that cause customers to become upset, apply conflict management techniques to calm upset or angry customers, and create appropriate solutions.
  • Create SMART goals and priority lists, and identify the coping styles people use to reduce stress and distress.
  • Distinguish between operational and service metrics, and explain how insurance companies use performance standards, benchmarks, key performance indicators, and performance management charts to monitor progress toward meeting targets and achieving goals.

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 is required.

Exam Format

Integrated Exams

Online interactive courses are self-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 is required.

How to Enroll

Inscription à un cours de désignation en ligne

  1. Connectez-vous à votre compte LOMA Learning en utilisant votre identifiant de connexion et votre mot de passe.
  2. Parcourez le catalogue et sélectionnez le cours auquel vous souhaitez vous inscrire.
  3. Cliquez sur AJOUTER AU PANIER à côté des cours auxquels vous souhaitez vous inscrire.
  4. Revenez au catalogue pour continuer votre recherche et pour ajouter des articles supplémentaires à votre panier, ou cliquez sur le panier pour valider votre achat.
    • Remarque: si vous ne l'avez pas déjà fait, vous serez alors invité à vous connecter au système d'apprentissage de LOMA. Une fois que vous vous êtes connecté avec succès, cliquez à nouveau sur le panier pour lancer le processus de paiement.
  5. Passez votre commande en revue, et ajoutez tout code promotionnel ou de rabais. Cliquez sur PAIEMENT pour continuer.
  6. Si vous achetez un produit physique (par exemple: un manuel), complétez vos informations de LIVRAISON.
  7. Entrez les informations de paiement
    • Si votre entreprise a mis en place un système de facturation directe avec LOMA, le code de votre organisation apparaîtra à côté du champ "Facture".
    • Si vous facturez directement votre entreprise, assurez-vous que le bouton radio à côté du champ “Facture” est sélectionné et cliquez sur “Suivant” pour continuer.
    • Si vous payez par carte de crédit, complétez tous les champs requis pour la transaction. Une fois que vous avez fourni toutes les informations requises, cliquez sur “Suivant” pour continuer.
  8. Vérifiez votre commande, acceptez le termes et conditions de LOMA, et cliquez sur ACHETER MAINTENANT. Une confirmation de votre inscription vous sera envoyée par courriel.

See the ACS 101 intro video
ACS 101 Intro screen
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