Home Breadcrumb caret Partner Content Breadcrumb caret Announcements Breadcrumb caret Events IIBC – Member Bonus Webinar – Empathetic Firmness in Customer Service Webinar Date & Time: Thursday, February 6, 2025 at 11:00 am – 12:00 pm PST Gain confidence and improve your communication in challenging situations and learn effective techniques for de-escalation and conflict resolution. Providing the highest possible levels of customer service in the Insurance Industry requires a balance between the ability to be firm when […] By Donna Salahor | January 23, 2025 | Last updated on January 29, 2025 1 min read Webinar Date & Time: Thursday, February 6, 2025 at 11:00 am – 12:00 pm PST Gain confidence and improve your communication in challenging situations and learn effective techniques for de-escalation and conflict resolution. Providing the highest possible levels of customer service in the Insurance Industry requires a balance between the ability to be firm when required but to do so with empathy, consideration, and sensitivity. I call this balance empathetic firmness. It is the ability to say what needs to be said, even when it is “bad news”, that is, it is not what the customer wants to hear; but to deliver the bad news in the most considerate and respectful way possible. Learn how to incorporate and balance these elements into every customer conversation. Webinar Presenter: Stephen Franklin, Trainer, Consultant FEES Complimentary for current members. Membership required. Continuing Education Credits: N/A Questions? Winnie Hon, CIP, Seminars & Events Specialist Insurance Institute of BC E: whon@insuranceinstitute.ca | T: 604.678.5747 Event Details: Start Date: 06/02/2025 End Date: 06/02/2025 Website: https://www.insuranceinstitute.ca/en/Events/Empethetic-Firmness-Webinar-BC-W25?
