Course overview

Course content

Table of contents

  • Challenges Contact with insurance customers
  • The customer loyalty scale
  • The silent majority
  • Service on two levels
  • EMPATHY – The 7 building blocks of empathy
  • E – Insight into the customer world
  • M – Humanizing
  • P – Listen proactively
  • A – Give recognition
  • T – Think Positive
  • H – Show willingness to help
  • Y – Your Turn

Target group

All employees and managers in the insurance industry with customer contact

Coaching in customer management

In this online course from AcadaMe, participants learn how to achieve optimal results through trust-based coaching in customer management. The coaching takes place directly in daily practice, “on the job”, and aims to develop the employees’ strengths in a targeted manner.

The course provides participants with the skills and techniques necessary to effectively coach their customer management staff. They learn how to create a trusting environment in which employees’ strengths can be recognized and fostered. Through targeted coaching, participants will be able to optimize the performance and results of their teams.

The course includes interactive learning sessions, case studies and practical exercises to provide participants with the necessary knowledge and practical skills. They will learn how to give effective feedback, set goals, motivate and develop the individual strengths of their employees.

Upon completion of the course, participants will be able to further develop their leadership skills in customer management and provide targeted support to their employees to achieve optimal results.

Customer Service Selling

In this online course from AcadaMe, participants learn how to tap into the huge revenue potential by professionally managing the transition from service call to sales call. It is crucial that your employees are able to identify the right starting points based on customer needs and communicate the corresponding added value in a customer-oriented way.

The course provides participants with the necessary knowledge and skills to recognize and specifically exploit the potential in customer meetings. They learn how to analyze their customers’ needs, present suitable solutions and convincingly communicate the additional benefits.

Through interactive learning modules, case studies and practical exercises, participants are trained to find the right sales approaches and to successfully shape customer communication. They will learn how to combine customer orientation and sales goals and thereby unlock new potential.

Upon completion of the course, participants will be able to transform the service call into a sales call and effectively realize their company’s revenue potential. They will be able to gain the trust of their customers and build long-term relationships by identifying their needs and presenting appropriate solutions.

Understand customers better

In this online course from AcadaMe, participants learn how to meet the challenges of today’s digital world and fulfill the high expectations of their customers. In the face of ever-increasing customer expectations, it is critical to show “ACTION” rather than resignation to avoid losing customers to the competition.

The course teaches participants effective strategies and techniques to delight their customers and turn satisfied customers into loyal customers. They learn how to develop a customer-centric mindset, understand their customers’ needs and expectations, and provide them with tailored solutions.

Through interactive learning modules, case studies and hands-on exercises, participants will continuously expand their knowledge and skills. They will learn how to create a positive customer experience, build and maintain customer relationships, confidently handle complaints and challenges, and build long-term customer loyalty.

Upon completion of the course, participants will be able to inspire their customers and thereby successfully position their company among the competition. They will know how to increase customer satisfaction and build strong customer loyalty to achieve long-term success.

Conduct customer meetings professionally

In this online course from AcadaMe, participants will learn how to successfully service and be friendly to their customers. The course makes it clear that customers place more value on excellent and positive customer service than many companies assume. A well-managed service conversation characterized by professionalism strengthens customer confidence and forms the basis for long-term customer loyalty.

In this course, participants will learn how to improve their communication skills to successfully conduct service-oriented conversations. They will receive practical tips and techniques to address the needs and concerns of their customers, confidently handle conflict situations, and create a positive customer experience.

The course offers interactive learning modules, case studies, and exercises that enable participants to continuously expand their knowledge and skills. They will learn how to identify customer needs, communicate effectively, and successfully resolve customer concerns.

Upon completion of the course, participants will be able to optimize service and friendliness to their customers. You will understand that customer retention is critical, as it is much more costly to acquire new customers than to retain existing ones. Through excellent customer service, they will build long-term customer relationships and increase the success of their business.

Request now without obligation

You have questions about the course “Loyal insurance customers through empathy (IDD*)”? Then simply send us a non-binding inquiry using the form below.

Online course

Loyal insurance customers through empathy (IDD*)

Based on IDD guidelines for insurance companies*

In the insurance industry, empathy is paramount when it comes to winning loyal customers and building long-term relationships. After all, the financial or even existential security of your customers is often at stake. Their responsibility extends far beyond technical expertise, because customers expect not only professional advice, but also human understanding and empathy. Only if you give your customers a feeling of security and familiarity can you develop loyal customers.

This online course offers you a practical approach to promoting empathy in your insurance business. We show you 7 simple empathy steps and real examples from insurance practice:

How you can understand your customers not only professionally, but also better on a human level and thus act more empathetically.

How to strengthen mutual trust and thus build customer loyalty by showing interest and recognizing individual customer needs.

How to leave a positive feeling with every contact with the customer and build a long-term relationship.

This course offers practical insights and concrete strategies to help you deepen customer relationships and win loyal insurance customers. Whether you are already in the industry or want to develop your empathy skills, this course is the key to strengthening your customer loyalty and increasing your success in the insurance industry. Learn how empathy not only brings human warmth to your business, but also increases your long-term success.

Company benefits

Loyal customers in the insurance industry are an invaluable asset. They are characterized by the following features:

  1. Willingness to buy and willingness to pay: Loyal customers are more willing to accept higher prices for your insurance products because they appreciate the value and trust you have already built up. They don’t just choose the cheapest offer, but are prepared to pay for quality and reliability.
  2. Long-term loyalty: Loyalty means that these customers do not constantly change insurance companies. They remain loyal over longer periods of time and are not susceptible to advertising offers from competitors.
  3. Openness to innovation: Loyalty encourages customers to try out new products and services offered by your insurance company. They are ready to trust you and take advantage of the latest developments.
  4. Low acquisition costs: Loyalty has the additional advantage that it leads to new customers coming to you as a result of recommendations. Loyalty thus becomes a cost-effective method of customer acquisition.
  5. Enhancing your image on the market: Recommendations from loyal customers increase the reputation of your insurance company on the market. A positive image not only promotes the trust of potential customers, but also strengthens your position in the competitive environment.
  6. Qualified feedback: Loyalty also means that customers have a strong bond with your insurance company. As a result, they are more inclined to provide qualified feedback that can be used to improve your processes. This feedback is valuable for the continuous optimization of your services and products, and overall, loyal customers are crucial in the insurance industry as they not only increase profitability, but also help to strengthen your company in the long term. The effort to build customer loyalty therefore pays off in many ways.

In this course, participants will learn to

This course offers valuable insights into how you can:

  1. Understanding the customer’s perspective from both a professional and a “human” point of view in order to act with empathy and competence.
  2. Strengthen the trust of your customers by showing interest and recognition for their individual needs.
  3. Learn methods and strategies to win loyal customers based on the concept of service intelligence.
  4. Leave a positive feeling with every interaction with your customers and thus lay the foundation for long-term relationships.

Discover the key principles and best practices for attracting and retaining loyal customers while improving your service quality.

Tools from practice for practice

Transfer of learning - tools from practice for practice

The learning transfer supports you with practice-proven tools and impulses to use this huge potential. Step by step, you will learn which tools make sense for you and your situation at work in order to apply what you have learned as effectively as possible on your own, because neu successfully apply learned knowledge in the workplace is not always easy. Various studies have shown that after 2-3 months, only 10-20% of newly acquired knowledge is applied in the workplace if there is no transfer of learning, i.e. no practice, application, support and consolidation.

How does the course impact your business goals?

  • Business goals are better and more likely to be achieved because learning transfer tools are linked to business goals.
  • Productivity is increased, as the participants are more motivated to work due to the rapid successes or further developments.
  • Pragmatic tools for the various application situations in learning transfer ensure time and cost effective implementation.
  • Additional impulses in the transfer of learning with in-depth knowledge and tips for practice support the optimal dovetailing with the work processes.

In learning transfer, participants learn:

  • Why learning transfer is so important for and which phases are typical.
  • Know various learning transfer tools that will help them individually apply what they have learned in your workplace.
  • Build motivation to learn by themselves and from outside.
  • Setting smart goals for a motivating and successful
  • Master the implementation process step by step to effectively use the great potential of learning transfer.

Tools for professional coaching

Add-on module Support

To master and achieve goals more effectively, outside support has been shown to be significant. Our support module gives your managers all the important coaching skills and valuable practical tools they need to provide qualified feedback to participants and thus positively support them in transferring their learning. It supported by practice-proven Support and impulses, which are adapted to the respective learning transfer tools of the participants. Thus, the managers are accompanied step by step in the support and implementation.

With executive support, learning transfer is much easier for participants, costs fewer resources, and is more goal-oriented. With the newly learned skills, your leaders signal support to participants and develop new skills themselves, strengthening team spirit.

How does the course impact your business goals?

  • Goals are achieved more effectively as participants are strategically supported in learning transfer and implementation.
  • Image on the market increases, as employees find support and assistance positive and take on more responsibility.
  • Employee motivation increases because learning and support are more transparent and goal-oriented.
  • Pragmatic tools for the various application situations in coaching ensure time and cost effective implementation.
  • Coordinated tools and impulses for managers support goal-oriented organizational development.

In the support course, managers learn.

  • Why their learning transfer support is so important.
  • What phases learning transfer goes through and how they can support in each of these phases.
  • Basic coaching skills for optimal support
  • How best to apply strategic support tools to make support simple and pragmatic.

Request now without obligation

You have questions about the course “Loyal insurance customers through empathy (IDD*)”? Then simply send us a non-binding inquiry using the form below.