Awesome Claims Customer Service for Adjusters

Back by popular demand, 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.

Awesome Claims Customer Service for Managers

This customer service class for supervisors and managers is back by popular demand! 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.

More Time Management Skills for Claims

This practical workshop is a continuation from last year's conference and will include real-life scenarios specific to issues that managers face during their day to day operations. Managers will use these issues during problem solving exercises to focus on result-oriented activities. Claims Managers have a unique demand upon them to not only be good managers, but also technical experts. This session will teach managers practical methods of improving time management that they can put into place right away, as well as some methods that require further development.

Negotiating with Attorneys

Attendees will learn how to put themselves in the best position for a confident and strategic negotiation by building a solid foundation of knowledge and planning. Some of the foundation strategies include researching the attorney, the claimant, the injury, the liability, and the venue. While the knowledge building starts immediately upon receipt of the claim, it doesn't stop until the settlement check has been cashed and the signed release has been received.

Motivating Your Claims Team

This workshop is designed specifically for claims managers to help them get their staff to work hard and give their best which, given the pressures and strains on adjusters, is not always easy. The course focuses upon positive ideas, methods, concepts and approaches to effectively motivate the claims team.

Interviewing Tips to Hiring Great Adjusters

This course is designed to assist the claims manager in developing effective interviewing techniques to identify the characteristics most desirable in the typically successful claims person. Lecture, group discussions, role-play and team exercises are all utilized to help the attendee: learn how to recognize certain characteristics in interviewees, learn the right way to test for those characteristics, toss out poor interview techniques, avoid losing control of the interview, avoid being fooled by "perfect" answers, spend the right amount of time in an interview, quickly rule out risky hires (potentially short-timers), and properly set the stage for the salary discussion.

Empathy Training: Gaining Credibility with Customers Through Understanding and Listening

Attendees will learn how to improve communication by enhancing listening skills and developing empathy abilities. Practice exercises, role-plays and real life scenarios are utilized to improve listening skills and teach you how to take in greater amounts of information and remember more while "hearing between the lines."

Ethics and Fair Claims Practices Handling

This course is designed to increase the student's awareness and knowledge of the Ethics and Fair Claims Practices Act Statutes common in most states. The class then takes this knowledge and applies it to real-world claim scenarios to demonstrate the essential steps necessary for good faith claims handling.

Basic Presentation Skills: From Remembering to Breathe to Having Fun

Attendees will learn how the basics of proper gesture and eye contact, and the intricacies of persuasive conclusion-building, can aid in presentations, training sessions, or any public speaking. The goal is to enlighten you on simple but effective keys to presenting interesting, meaningful and persuasive presentations.

This is an unforgettable adventure along the South Carolina Coast. All in one tour, you will see nature at its best - flora, fauna and wildlife! See the plantation region, the moss draped oaks, slave cabins and ancient ricefields. Tour a 15th century style Spanish Castle and visit a haunted graveyard. Enjoy alligators and birdwatching in a natural habitat. A box lunch will be provided on the tour.

www.carolinasafari.com

The Grand Dunes Resort Course was designed by Robert Rulewich and plays along the Intracoastal waters. Named by Golf Magazine as one of the "Top 10 You Can Play" courses, this golfer's haven is a definite must-see! A box lunch will be provided at the golf course for each player as well as contests and prizes.

This evening promises to be an exhilarating combination of fun, feasting and jousting. The show has all the lance-splintering action and glorious pageantry guests look forward to. Highlights of the dramatic show include an original music score recorded by the world-renowned Prague Symphony Orchestra, exquisite period costuming and spectacular special events. This activity includes dinner, show and transportation.

www.medievaltimes.com

Effective Recorded Statements

The goal of this course is to increase the effectiveness of recorded statements by developing proper outlining and strategy skills. Practice scenarios and role-plays are utilized throughout the day to increase effectiveness in one of the most important evidence preserving functions performed by the claims adjuster.

Managing Change

Claims Managers will learn how to develop a motivating influence during times of change. Throughout this session you will learn how to rise to the challenge of management changes, office procedure changes, and work load changes.