Lecture plus AGM: Extraordinary Client Service - increase loyalty through service

Time: Registration 4:30pm, Lecture 5pm, AGM 6:00pm

In the highly competitive commoditised insurance and personal finance market, it’s service that differentiates you, builds loyalty and creates advocates. Understanding how to tailor communications and strengthen relationships can make a huge difference to clients’ experience and their perception of your service.

Whether your clients are internal or external, this interactive and practical session is relevant for you. Its focus is strengthening relationships and enhancing the quality of these interactions rather than how businesses might devise client service strategies.

Learning Objectives:
By the end of the session, delegates will be able to:
• Recognise and deliver the 7 things all clients want
• Create a positive first and last impression – especially on the telephone
• Apply the three golden rules of managing expectations

Speakers Biography
Melissa Kidd is the Director of Motem Ltd. She works with insurance and personal finance professionals to help them communicate more effectively. Her clients include the CII as well as the Broker Network, BIBA, Higos, Caleb Roberts, Lycetts, Zurich, Marsh and NIG to name a few.
Over the last ten years, Melissa has spoken at a number of financial services conferences on the subject of client service. Her background is psychology, communication and marketing and she is a Neuro Linguistic Programming Master Practitioner.

NOTICE: Annual General Meeting of the Insurance Institute of Leeds 2017
We propose a brief AGM which will be held immediately after the CPD lecture:
16:30 refreshments; 17:00 CPD lecture; 18.00 AGM.

All Council nominations are now invited and will be approved at the AGM. Please contact the office (details at the foot of this page) 14 days prior to the AGM if you would like to apply for a position on council, make an objection(s) to any of the points or to request a copy of the 2017/2018 Annual Report or 2017 minutes.

The existing Council recommends that members vote in favour of all the resolutions being proposed at the AGM, which they consider to be in the best interests of the institute as a whole.

Please note that each member of council has to be on a committee.

1. The proposed President of the Institute for 2018/2019 is James Ramirez of Henderson Insurance Brokers
2. The proposed Deputy President of the Institute for 2018/2019 is Chris Lockwood of Zurich
3. To receive and adopt the Treasurer’s Report and Accounts for 2017
4. To receive and adopt the Annual Report of Council for 2017/2018
5. To elect Life Vice-Presidents for the session 2018/2019
6. To elect ex-officio members of the Council for the session 2018/2019 for the following positions:
Secretary: Nick Brabham
Treasurer: Kim Spence
Education Secretary: Melanie Jordan
Committee Chairperson(s) & Representatives
Sport & Social: Craig Hosking
Dinner Secretary: Bernard Thornton
Charities Team Leader: Michelle Gilmore
Exams Officer: Peter Moran
Marketing: Clive Batchelor
Charities Representative: Stuart Robertshaw
7. To elect Council Members for the session 2018/2019
8. To appoint accountants for the session 2018/2019

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