International Insurance Institute, Inc.

Great time to plan for soft skills that YES take training to develop. These behaviors are vital to our customers. All customized workshops presented by International Insurance Institute can be facilitated in an in-person workshop (at the location of your choice) or virtually for your organization from our studio in New Orleans.?These are generally full day classes but can be tailored to fit your scheduling needs. Check out this workshop: Awesome Claims Customer Service – Part 1 The overall focus of the Awesome Claims Customer Service full-day workshop is to improve the customer experience throughout the claims process, in order to increase customer satisfaction and reduce claim expense through improved interpersonal skills and claims handling efficiency. ? Claims professionals are taught specific skills to accomplish these goals, and make their jobs easier and more satisfying. They also learn some real-life skills on how to gain customer trust, reduce customer anxiety, reduce phone calls, improve the customer’s perception of how they are being treated, and make the claims job easier. ? Attendees learn how to: Apply the five standards of great customer service companies Define excellent customer service and apply into everyday interactions Reduce the volume of incoming and outgoing phone calls Recognize that customer service is their job Reduce customer anxiety and increase customer patience Improve the customer’s perception of the service they have received Gain customer trust Build trust with the customer and manage the relationship Deliver bad news with empathy and understanding Avoid the “Claims Hammer” Set, meet and exceed customer expectations Have a positive attitude toward the customer End the “Question after Question” cycle Listen effectively- knowing what the customer really wants Make the empathic connection Help the angry customer Call me for information and details. Carl Van, International Insurance Institute office 504-393-4570 or [email protected]

One of the great satisfactions I have as President of International Insurance Institute is introducing my best customers to my vendor partners. ? So proud to introduce one of III’s VIP customers, Red River Mutual, to our friends at Latitude Subrogation Services. A great partnership in the works! ? Lyndon Friesen Frisen, Chief Operating Officer and @Theresa Hamm, Claims VP of Red River Mutual, along with Paul Webb, Chief Claims Officer and Adam McIntosh, Claims VP of Latitude Subrogation Services (and me) at 439 Wellington Steak House here in beautiful Winnipeg, Canada. ? I am looking forward?to teaching Awesome Underwriting Customer Service at Red River Mutual tomorrow.

A very special day for me yesterday.?I had the honor of being the Keynote speaker at the prestigious Joint Claims Executive Association meeting right here in my hometown of New Orleans, LA.??My presentation was on “Claims is the Business of Helping People.”?150 or so claims executives from around the country made for a VERY lively audience, as we discussed the important role we play in helping people put their lives back together. https://lnkd.in/gxJnguQy This was truly an awesome group coming together to foster an environment of participation and encourage responsible leadership. Thanks so much to Donna Romero, Claims Director at Auto Club for the invite. Thanks also to my co-author of the Awesome Claims Customer Service book, Jon Coscia, President of Latitude Subrogation Services, for being so generous by handing out free copies of our book. Carl Van, [email protected]

I am frequently asked, "What drives up retention?" I usually quote Maya Angelou: "People will forget what you said....people will forget what you did....but people will never forget how you made them FEEL." My experience is how people are treated and when they are made to feel important is the most vital factor in retention. That is why our 'Awesome Claims Customer Service' workshop includes so much focus on making the customer feel valued. YES, we train that vital skill. Give me a call for information on this course and others. Carl Van, International Insurance Institute, office 504-393-4570 or [email protected]

Welcome to the International Insurance Institute, Inc. page! This is an exciting opportunity for us to learn, grow, and connect with other insurance professionals. Stay tuned for updates, insights, and discussions that will help us all advance in our careers and industry. Looking forward to engaging with you all!

A truly awesome day yesterday in Dubuque, IA with the wonderful staff at CBCS Claims, a great TPA based in Dubuque.?Already an outstanding service company, they make customer service the center of everything they do.?I was very excited to share some ideas on meeting and exceeding customer expectations and driving up retention. These are two skills from my 'Awesome Customer Service' training that I customized for this group of great folks from all areas of CBCS Claims. Thanks to Heidi Copeland and Adam Rathje for inviting me and all the extra help. Carl Van, International Insurance Institute, [email protected] office 504-393-4570