COMMUNICATING WITH CUSTOMERS IN DIFFICULT AND UNCERTAIN TIMES
ABOUT THE SESSION
The spread of COVID-19 has created difficult and uncertain times for customers and the insurance industry. Customer anxiety is heightened. The industry is under pressure. There are conflicting news stories about what insurance will or will not cover. Never has communication to customers been more important.
Communicating in such difficult and uncertain times requires skill in what to say but also what not to say. Skill in how to deliver the message or how not to deliver the message. This session will provide a strategy on how to communicate with customers in the current climate in a way that will reduce anxiety, provide clarity and keep the customers on board.
LEARNING OUTCOMES
By the end of the session, participants will be able to:
Understand how to communicate with customers at times of difficulty and uncertainty.
Identify the language and communication methods most suitable for their customers.
Implement a strategy to communicate in a way that provides clarity and reassurance to customers and keeps them on board.
Session Length: 1 hour