NATIONAL
INSURANCE ACADEMY
PUNE
P681 -
PROGRAMME ON CUSTOMER EXPERIENCE MANAGEMENT FOR
C-ZONE
OFFICIALS (LIC)
Background:
The expectations of the Customers
for better engagement are ever increasing. This calls for the 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
customers’ 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 Customer Zones need to be sensitized to
these aspects and trained to handle different types of customers, especially
those who call in or e-mail their requests.
This program 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 organization.
Objectives:
At the end of the program the participants would be able to appreciate:
§
Global
Trends in the Life Insurance Industry
§
CRM
Initiatives
§
Moments
of Truth
§
Competitors’
Strategy in Customer Retention
§
Digital
Era and Consumer Influence
§
Using
social media to resolve Customer Queries and Complaints
§
Improvement
in Customer Loyalty through Improved Service Delivery Mechanism and memorable
customer interaction
§
Sharing
of Experiences and replicating Best Practices adopted by different Customer
Zones
Contents:
§
Global
Trends in engagement with the customers
§
CRM
Initiatives
§
Service
Quality Management
§
Consumer
Behavior in the Digital Era
§
Use
of IT for Complaint Resolution/ Grievances Redressal Machinery
§
Effective
Communication Skills, Communication Etiquette
§
Conflict
Resolution
§
Updated
Knowledge Management
§
Adverse
Publicity Management in Digital Platform
§
Lead
Management, Leveraging AI/Big Data for better customer experience
§
Live
Chat Conversation
§
Customer
Engagement
§
CRM
case studies
§
Sharing
of experiences
§
Life
Insurance Marketing- Trends and Tools with Practical Aspects
§
Use
of Digital Apps in Marketing
§
Opportunities in G & U Segment
§
Personal Financial Planning as a Marketing Tool
Participants’
Profile:
Officers in the cadres of AAO/AO/ADM working in the Customer Zone in LIC of India
Trainees nominated for this programme in the last two years should not be renominated.
Duration: 3
days
I.
28.04.2025 - 30.04.2025
II.
01.09.2025 - 03.09.2025