NATIONAL INSURANCE ACADEMY

PUNE

P681 - PROGRAMME ON CUSTOMER EXPERIENCE MANAGEMENT FOR

C-ZONE OFFICIALS (LIC)

(2023-24)

Background:

The expectations of the Customers for better engagement are ever increasing. This calls for upskilling of customer zone personnel as the skill sets of the personnel play a very crucial part in providing satisfaction to the customers, given the long-term bond that gets built into the Insurance Contract. Improving performance management and providing training on best practices to the officials manning the call centers is key to keeping the customers happy. Customers are increasingly relying more on these Customer-Zones where they get a quicker solution to their problems. 

It costs many times more to acquire a new customer than retaining the existing ones. However, not all customer needs and expectations are the same. Some require more attention than others, some need guidance from time to time while some simply do not wish to be disturbed. By gaining insights into their needs, preferences and behavior, customer-journeys can be optimized at the various critical touch points that act as “Moments of Truth”. The staff at the Customer Zones need to be sensitized on these aspects and trained to handle different types of customers, especially those who call in or e-mail their requests.

This programs intends to create a differentiated experience at these touchpoints particularly “Customer Zones” that the customers choose to interact with LICI. It may help the Customer Zone managers in enhancing and aligning their service delivery capabilities towards the behavioral shifts of the target customers. It is about knowing our customers completely that one can create and deliver personalized experiences that will entice the customer to not only remain loyal to LIC of India, but also to recommend to others about the organisation.

Objectives:

At the end of the program the participants would be able to appreciate:

Ø  Global Trends in the Life Insurance Industry

Ø  CRM Initiatives

Ø  Moments of Truth

Ø  Competitors’ Strategy in Customer Retention

Ø  Digital Era and Consumer Influence

Ø  Using social media to resolve Customer Queries and Complaints

Ø  Improvement in Customer Loyalty through Improved Service Delivery Mechanism and memorable customer interaction

Ø  Sharing of Experiences and replicating Best Practices adopted by different Customer Zones

Contents:

Ø  Global Trends in engagement with the customers  

Ø  CRM Initiatives

Ø  Service Quality Management

Ø  Consumer Behavior in the Digital Era

Ø  Use of IT for Complaint Resolution/ Grievances Redressal Machinery

Ø  Effective Communication Skills, Communication Etiquette

Ø  Conflict Resolution

Ø  Updated Knowledge Management

Ø  Adverse Publicity Management in Digital Platform

Ø  Lead Management, Leveraging AI/Big Data for better customer experience

Ø  Live Chat Conversation

Ø  Customer Engagement

Ø  CRM case studies

Ø  Sharing of experiences

Participants’ Profile:  

Officers in the cadres of AAO/AO/ADM working in the Customer Zone in LIC of India

Duration:  3 days

Dates:             04.12.2023-06.12.2023