Extraordinary Client Service

In the highly competitive and commoditized insurance market, it is the service that differentiates, builds loyalty and creates advocates. Understanding what clients want, listening well and being a skilled communicator can make a big difference to clients’ experience and their perception of service. If your role is relevant in client-facing, this session will focus on strengthening interpersonal relationships and enhancing the quality of interactions. It will provide a chance to reflect on certain approaches, communication styles and relationships which you may have with key clients. By the end of this session, you will be able to describe things that client would want, demonstrate effective listening, use words that work, create a positive impression (on & off the telephone) & manage expectations skillfully. The Southampton Insurance Institute welcomes Melissa Kidd. Melissa has a wealth of experience in the financial services sector – built up largely through working with the Chartered Insurance Institute since 2012. As well as working with accountancy and pension firms, Melissa has spoken at a number of conferences on the subject of successful networking. Prior to specialising in the finance sector, she’s worked for large corporations such as Coca Cola and the Royal Mail, institutions such Bristol and Bath University – where she taught PhD students how to articulate the value of their complex research to the business community. Her background in marketing, PR and communications means she is also at home within the media sector and has worked for agencies like Mason Zimbler, PamLloyd PR, Team Rubber and Bristol Media. Melissa also works with a range of associates to ensure that the material is robust and at the forefront of new thinking and research. Please book places via our Programme Secretary, Alan Kafoor alan.kafoor@norrisandfisher.com The meeting will be held at The Hambledon Suite, The Ageas Bowl, West End, Southampton, SO30 3XH on 27th April 2017, 12:15 – 13:45. A free buffet lunch will be provided, if lunch is not required or if any guests have any dietary requirements, please advise when booking so that we can accommodate your needs. Please remember that all of our meetings are FREE and guests are welcome. Dates for the office diary - forthcoming CPD events - bookings now being taken: 25th May 2017 – ICOBS (Insurance: Conduct Of Business Sourcebook) June 2017 – To Be Confirmed… 13th July 2017 – Overview & Outlook of the UK Economy August 2017 – HOLIDAY MONTH 12th September 2017 – Historic Building Conservation

Please book ASAP in order to secure places! Book NOW via our Programme Secretary, Alan Kafoor

Email alan.kafoor@norrisandfisher.com to reserve your FREE place!