Face to Face - PFS - Communicating With Customers in Difficult and Uncertain Times

Thanks to Jeff Heasman for this PFS face to face training workshop.

Session Overview:

The past few years have been very difficult for many customers and the financial services industry as a whole. Customer anxiety is heightened. The industry is under pressure.

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 customers on board.

Venue: Kennford Suite, Exeter Court Hotel, Kennford, Exeter, EX6 7UX

Timing: Bacon roll, tea coffee & juice at 8.30am, session starts 9.00am and finishes at 10am.

Learning objectives:

At the end of the session attendees 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.

Presenter: Jeff Heasman, Insurance Upskill

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology.

Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology.

He delivers courses across the globe, either face-to-face or online.

Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving.

In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry.

Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations.

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