​You can download the first lesson for FREE to check it out for yourself 

How to insure the Modern Family
​www.classmarker.com/online-test/start/?quiz=d7j5d39c66e8baf3
This course will follow Margaret as she prepares to call on Ginger and Fred, a couple she met while taking scuba diving lessons. Ginger has recently moved from her apartment into Fred´s lakefront home and they have many questions. Margaret wants to be prepared.
Fred has it all. An uncooperative ex-wife, kids in college, cars, boats, expensive gun collection and a lakefront home with all the toys.
Now he has invited his girlfriend to move in with all her possessions and her kids, ages 13 & 15.
What could go wrong? Let us count the ways in this 9-part entertaining yet educational tutorial series.

NOW, CAN YOU FOLLOW THROUGH WITH THE TRAINING?

A Particular Set of Skills

​Count that day lost whose descending sun finds you with no good deeds done.
It is well known among those who make it a practice to help others that doing a service for another benefits the giver as much as — if not more than — the receiver. When you do a good deed for someone else, you become a better person. The positive effect that your good deed has upon you will endure long after it is forgotten by the recipient. Good deeds need not be large or costly. The greatest gifts are gifts of your time and yourself. A kind word or small courtesy will be remembered and appreciated.

​If you work as hard at the task you desire to do as the task you must do, you will go places.
It’s been said that you should always work at two jobs simultaneously: the one you have and the one you desire. When you work as hard at the task you want to do as the task you must do, you are preparing yourself for the future. You are learning skills that will enable you to grow beyond your present position and into your boss’s job and your boss’s boss’s job. When the time comes, you’ll be ready. When you’ve mastered one task, don’t rest on your laurels. Instead, begin immediately to think about the future, about how you can improve what you’re doing now, and what you can learn that will allow you to progress in the future. Ours is a knowledge-based economy in which intellectual property is worth far more than physical goods. To succeed today requires continuous learning; staying current in your field means a lifetime of study in our fast-paced world.

A Particular Set of Skills
It takes quality people to demonstrate a sensitivity to the unique needs and problems customers face and and then to function as consultants and problem-solvers. But your customer service people can't sell what they don't understand and believe in - whether it's your products, your services, or whatever your agency stands for in the marketplace.
As the ad shown to the left suggests, the training of new employees is often the crucial step in developing quality people. Usually that training means learning on-the-job. How much better would it be to start with an overall perspective of the importance of customer service - to explain how new duties and responsibilities will contribute to "The BIG PICTURE!"

To help address that challenge, FYI Express has developed a training package called "A Particular Set of Skills for New CSRs & Agents".
Here's what the package does for you:

1. It teaches your employees how to understand a customer's request, how to display a sales attitude, and how to approach a claim situation - in general, how to function as problem solvers in direct and telephone contact with your customers.
2. It builds a foundation of product knowledge of Personal Lines products, on which to base future study and on-the-job training.
3. It establishes a customer orientation where policies represent - not paperwork and files - but rather protection and financial security for individuals with unique needs.

The online training materials are presented in five self-paced lessons of videos, workbook and exercises. While discussion with more experienced agency staff is encouraged, your new employee can work independently and not cause co-workers to neglect their own functions.
The online training can be taken either at home or in the office. Each lesson should take approximately an hour and a half. The whole package can be completed in a day or spread out over a week, depending on the pace at which the person covers the lessons.
What of the training itself? Selling more policies is only the end result of establishing more complete relationships with the customers by following the guidelines in the package.
Each lesson presents important points and perspectives for the new employee:

• Introduction to Insurance: Insurance is a product just like other products, but it is one that most people have little knowledge or enthusiasm for. The agency must develop a climate of confidence that attracts customers and turns them into loyal and satisfied clients. the lesson examines skill of working with a walk-in customer.
• Homeowner Insurance: A home is much more than an economic investment and thus a homeowners policy is much more than just a piece of paper. This lesson explains basic property and liability coverages and the importance of working carefully with the customer on the phone and through the mail.
• Automobile Insurance: This lesson reviews the basic coverages in the auto policy and shows why it is crucial for the client to understand the policy up front. A claim situation is presented with a not-so-happy and happy ending.
• Other Personal Lines Products: Consumers today are looking for more sophisticated financial advice and service. The key to developing long-term clients is solving financial problems and selling more policies. The lesson emphasizes the importance of cross-selling to eliminate opportunities for other agencies or competitors to take your business away.
• Customer Service: This final lesson puts all of those skills and products knowledge together. Three case studies are presented and the student is asked to decide how to handle a customer with excellent cross-selling potential, a customer who is closing on his first home, and a customer who has just had an auto accident.​

Personal Lines

Personal Lines