LI402-15
Customer Service for Life Insurance
Provides students with the skills and knowledge to deliver professional services to customers, including responding to enquiries, processing complaints, negotiating sales and maintaining relationships.
What you'll learn
- project a positive organisational image
- provide customer service
- maintain regular communications with customers
- participate in written and verbal communication
- establish relationships
- receive customer feedback
- maintain customer confidentiality
- maintain records of customer interaction
- discuss customer-related business only in the context of the workplace
- adhere to organisational policies, procedures and codes regarding the handling of customer information
- comply with relevant legislation and regulation
- identify a customer complaint
- process a complaint
- resolve or refer a complaint
- document a complaint
- establish where a dispute exists
- investigate disputes and determine potential actions
- resolve disputes
- refer unresolved disputes to the Financial Ombudsman Service
- finalise disputes
- identify customer needs and expectations
- provide pre-contractual customer service
- maintain records of customer interactions
- provide ongoing after-sales support
- offer additional benefits to customers
- provide customer service to claimants
- maintain records of customer interaction
- inform customers on processes, progress, decisions and any arising delays
- maintain regular communication with claimants.
Competencies
- BSBCMM301 Process customer complaints
- FNSCUS301 Respond to customer enquiries
- FNSCUS403 Deliver a professional service to customers
Online Assignment
- Pass Grade: students must be assessed as competent in all assignment questions
Online Exam
- Pass Grade: 50%
- Duration: 120min