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Conference ScheduleTuesday, May 16, 20062:00pm - 5:00pm - Registration and check in6:00pm - 7:30pm - Welcome Reception with Exhibitors Wednesday, May 17, 20067:30am - 8:30am - Continental Breakfast8:30am - 9:00am - General Session and Welcome - Carl Van 9:00am - 12:00pm - Break out sessions #1 Adjuster Track Awesome Claims Customer Service for Adjusters This workshop will appeal to claims professionals of all levels of experience and expertise. Most claims people know the customer rarely recognizes outstanding customer service during the claims process because they are so worried about the outcome. Because of this, it is extremely important for claims professionals to be able to recognize and deliver outstanding customer service without the acknowledgment of the customer along the way. In this course, participants will understand the basics of providing high quality customer service, learn proper telephone techniques, gain insight into understanding what individual customers need, manage the customer's perception, as well as understand the essential role customer service plays in the success of the claims department. Manager Track Claims Customer Services for Supervisors and Managers It is extremely important for claims supervisors and managers to be able provide guidance to their staff when it comes to recognizing and delivering outstanding customer service. In this course, participants will understand the basics of providing high quality customer service and a way to pass them on to their claims staff. Some specific topics include: handling the telephone; effective listening; managing objections; asking questions; delivering bad news; managing different customer behaviors; managing the voice mail system; managing customer call backs; statements to avoid; closing conversations; attitude as the key to success; and an action plan for better service. 12:00 - 2:00 pm - Lunch with Exhibitors 2:00pm - 5:00 pm - Break out sessions #2 Adjuster Tracks Real-Life Time Management for the Claims Adjuster This practical workshop includes real-life scenarios geared specifically toward the claims adjuster. Adjusters use their own issues and barriers in problem solving exercises to focus on result oriented activities. Students leave with some very practical methods of improving time management, which they can put into place right away, as well as some methods that require management support and involvement. Manager Track Stress Management for Claims Supervisors and Managers Most experts tell us that a great deal of the stress we feel is self-induced. In claims, we are constantly battling stress because of the tremendous demands placed on us as part of our business. The key to dealing with stress is not to change the stressful situations, but change your reaction to them. You don't have control over many things: demanding customers, too much work, unrealistic goals, etc. However, you ALWAYS have control over how you respond to it. Learn some very effective techniques you can use to not only lower your own stress, but to teach your adjusters how to lower it for themselves. 5:00pm - 6:00pm - Reception with Exhibitors Thursday, May 18, 20067:30am - 8:30am - Continental Breakfast8:30am - 12:00pm - Break out sessions #3 Adjuster Tracks Negotiation Training for the Claims Adjuster Designed specifically for the claims adjuster, the represented and unrepresented approaches are discussed and practiced in this session. Students learn how to identify and respond to the negotiation games others play. Empathy, listening skills and customer service are utilized as tools in setting up improved negotiations. Some true-life negotiation tips for adjusters are practiced. Class is light on textbook theory, and heavy on real-life claims negotiation handling. Manager Track Interviewing for Promotion Many people, when interviewing for a promotion, make the mistake of treating it the same as any interview. In this session, you will learn how to avoid making those mistakes, and receive some helpful hints on how to do the best job possible when interviewing for a promotion. Ken Sanders, author of "The Interview Pit: Three Things to Avoid When Interviewing for a Promotion" will direct this session and be available for questions and suggestions. 12:00pm - 6:00pm - Scheduled Activities or Free Time - With Box Lunches To Go Golf Tournament at Foxtail Golf Course Spend an afternoon on Foxtail Golf Course with your colleagues and fellow conference attendees. Featured on California Golf, Foxtail is the number one choice for golf outings in the Sonoma County area due to excellent course conditions and outstanding service. A box lunch will be provided for each player as well as contests and prizes. (Note: This event is optional and a separate fee is required - See the information under "register" for details on signing up for the tournament). Or Group Wine Tour and Shopping Enjoy an afternoon exploring two of the wineries in Sonoma County - Stryker and Chateau Souverain. After the tours, indulge in some shopping at Healdsburg Square. A box lunch will be provided. (Note: This event is optional and a separate fee is required - See the information under "register" for details on signing up for this tour). Dinner on Own Friday, May 19, 20067:30am - 8:30am - Continental Breakfast with Exhibitors8:30am - 11:30am - Break out sessions #4 Adjuster Tracks Business Writing Skills for Adjusters This day workshop is designed to help adjusters develop the ability write clear, concise business letters, memos, file notes and reports. This includes the "do's and don'ts" that will help make a more persuasive communication. The elements to well-written sentences and organized thoughts are covered in detail. This is especially important in the adjuster position since quite often it is the adjuster's letter that is used as a tool in the developing stages of claims handling. The goal of this workshop is to enhance the level of business writing for the adjuster in the areas of professionalism and persuasiveness. Manager Track Teaching and Coaching for Claims Supervisors and Managers This session is specifically for claims supervisors and managers, designed to increase the results of the training they provide. Very few supervisors and managers are ever instructed on "how to train." This workshop provides background and insight to how adjusters learn best, how to measure results, how to identify a training issue, and what to do before and after training. The goal of this workshop is to improve understanding of the learning process for the supervisor or manager, and how he/she can apply this knowledge to increase the value of the training being given. This workshop is suitable for all levels of management. 11:30am - 12:00pm - Closing Comments - Carl Van 12:00pm - 1:30pm - Closing Luncheon with Exhibitors |
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