What to say and how to say it: communicating with customers in difficult and uncertain times

We welcome all members & guests to attend a lunch time webinar which will be presented by Jeff Heasman from Jeff Heasman Training & Consulting.

Overview

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 webinar 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 customer onboard.

Learning Objectives

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 your customers;
• implement a strategy to communicate in a way that provides clarity and reassurance to customers in a way that keeps them onboard.

About the speaker

Jeff Heasman is a professional trainer and a certified practitioner member of the Academy of Modern Applied Psychology. Jeff holds a bachelors degree in law from the University of Glamorgan and a master of laws degree from Swansea University, as well as a post graduate certificate in teaching English language to adults.

Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company he dealt with insurance claims arising from many worldwide jurisdictions, with a particular focus on professional, public and employers’ liability claims.

A former Dean of the Faculty of Law and lecturer in law at Cavendish University in Zambia, as well as a tutor in legal English at Swansea University, Jeff now provides training in insurance law and language to prestigious insurance organisations and companies throughout the world.

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