While there are plenty of programs available for experienced customer service representatives to receive advanced instructions for specific insurance lines, programs for those new to the field have been in short supply.
The Independent Insurance Agents of New York sought to remedy that situation for its membership with an educational program they developed a year ago that is now available nationally over the Web.
The IIABNY's “Essentials for Customer Service Representatives” is a customized program designed to teach newly hired CSRs the basics of customer service. The program covers such topics as verbal communication, managing work priorities, building relationships, writing skills and negotiating techniques.
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