A Changing World: Remote Customer Service – how to stay connected in a virtual world

Before Covid-19 changed our ways of working we were already moving into the first real hard market in a generation which was always going to result in challenges when dealing with our customers. Throw into the mix almost all communication moving virtual (at least for a while) and this is one of the biggest challenges to our customer relationships we’ve ever seen. This session will explore communication in this situation, what affects the virtual world is having and how we can get the most out of virtual contact.

Learning Objectives
By the end of the session, delegate will understand:
- the importance of a close client relationship particularly in a hard market
- the challenges pre-covid and the situation during lockdown and the new normal
- the use of ‘perspective’ to exploit the opportunities to break client apathy
- how our usual communication is affected by the virtual world and how to adjust.
- how to mitigate the effects of the lack of face to face meetings and exploit the advantages of virtual meetings

Speaker Biography
Nick offers a unique combination of skills in the UK insurance training sector – an industry sales specialist and a professional coach and trainer. He is an Economics graduate with over 25 years corporate insurance broking experience
He was a highly successful sales producer in the UK broking market before progressing into regional and then national sales leadership roles. As National Development Director at HSBC, Nick was one of only 40 people from a global workforce of 265,000 selected as part of the STARS programme to recognise exceptional performance. He is a highly trained consultative sales specialist, and his experience includes a secondment with a major management consultant to design a best practice sales process.

In the mid-2000s, Nick developed a chronic health condition; his journey to recovery fostered a new range of interests, and a passion for health, and performance. He studied widely, qualifying as a Master Practitioner in Neuro-Linguistic Programming (NLP), obtaining a Diploma in Life Coaching, before going on to study Corporate/Business Coaching with The Coaching Academy. Nick is also a qualified Holistic Lifestyle Coach and Advanced Exercise Coach.
In the last two years Nick has worked in a self-employed capacity in training, coaching, and consulting. He works with a specialist adviser in Insurance sector M&A (Mergers & Acquisitions), and through Nick Thomas & Associates provides wide ranging training solutions to the UK Insurance sector across Sales, Business skills and Technical insurance training.

In recent months, Nick Thomas & Associates have delivered highly acclaimed training and webinar series providing up to the moment solutions to the challenges of the developing ‘new normal’.

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