National Insurance Academy, Pune|Sales and Marketing
P588 | Customer Service Excellence For Claims Hub / Claims Handling Officers / Other Officials (Non-Life)
Academic Year 2026-2027
Duration
2Days
Scheduled Dates
10 Sep 2026 - 11 Sep 2026
05 Oct 2026 - 06 Oct 2026
Background
In a competitive environment, acquiring a new customer is costlier than retaining an existing one. With competition becoming intense, customer loyalty has assumed utmost importance. With this objective of increasing of customer loyalty, the role played by the personnel of the organisation is critical. It is, therefore, imperative to manage the relationships with the people within the organisation who, in turn, will play a critical role in building strong relationship with the external customers and help build their loyalty.
Learning Objectives
Understand the current market environment and its implications.
Understand the ERM & CRM Concepts, principles, and methods as well as their importance in customer loyalty retention.
Acquire skills required for developing individuals and teams in the organizations.
Effect customer education and involvement
Key Contents
Service Differentiation as Business Philosophy
Thinking Differently and Service Innovation
Basic Concepts of Service Quality Management
Industry Analysis and Competitor Intelligence
Concepts of CRM, Customer Analytics and CRM Analytics
Communication skills
Managing customer complaints and dissatisfaction - grievance redressal
Role and application of information technology
Who Should Attend
Indian: Officer In-charge of various Departments (Claims / Claims Hub), Deputy Manager/ Managers from BO/DO/RO/HO
Overseas: Managers in-charge of Marketing Department
