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Official Course Description:
MCCCD Approval: 11/27/07 |
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CSR246 2008
Spring – 2008 Summer II |
L+L |
3 Credit(s) |
4 Period(s) |
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Insurance Loss Reporting Customer Service |
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Customer service concepts and loss reporting procedures for
insurance loss reporting representative. Covers communication skills,
retention methods, and phone handling techniques. Includes loss reporting
guidelines and steps in various situations as well as referral/transfer
procedures. |
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Go to Competencies Go to Outline
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MCCCD Official Course Competencies: |
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CSR246 2008 Spring – 2008 Summer II |
Insurance Loss Reporting
Customer Service |
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Compare face-to-face and phone communication. (I) |
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Utilize communication techniques such as listening, tone of voice, and choice of words. (I) |
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List emotions customers go through when reporting a loss. (I) |
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Use empathy and active listening in sensitive situations such as death. (I) |
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Identify reasons customers leave a company and retention strategies. (II) |
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Compose statements that encourage ownership. (II) |
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Review guidelines for handling threatening calls and customers using offensive language. (II) |
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Use computer systems to report losses, to search for repair locations, and to schedule appointments. (III) |
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Collect necessary information from callers when reporting a loss. (III) |
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Practice recording loss claims under different situations. (III) |
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Explain various referral and transfer procedures. (IV) |
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12. |
Determine when a referral and transfer is appropriate. (IV) |
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Go to Description Go to top of Competencies
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MCCCD Official Course Outline: |
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CSR246 2008 Spring – 2008 Summer II |
Insurance Loss
Reporting Customer Service |
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I. Communications A. Basic 1. In Person 2. Phone 3. Tone of Voice 4. Word Choices B. Emotions C. Empathy D. Listening II. Customer Service A. Retention B. Ownership Statements C. Difficult Customers III. Loss Reporting A. Computer Systems 1. Data Recording 2. Search B. Procedures C. Necessary Information IV. Referrals and Transfers A. Overview B. Procedures C. Service Centers D. Body Shops E. Network Shop F. Repair Options G. Communication |