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CSR Essentials - Verbal Communication Skills: Phone Etiquette & Client Interaction - NO CE

This program is not available for credit.

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ABEN Masters |  CSR Training |  Professional Development |  Professional Development - Operations and Human Resources
Nancy Langton
1 hr 45 mins
Access for 90 day(s) after purchase.


Course Description:

This webcast is designed to address the specific challenges that your company's staff faces when delivering difficult messages to your customers.  Through these tough situations, we know that our goal is to create a satisfying outcome and to retain a customer for your company.

At times, we become mired so deep in the emotions of a specific transaction that we lose sight  of controlling the situation.  These are challenges for you to exercise your talents and skills creatively by applying proven techniques. 

Upon conclusion of this webcast you will learn and apply the following:

-Articulate how phone skills impact the agency/brokerage's image

-Demonstrate professional verbal communications skills for various phone transactions

-Recognize essential etiquette techniques

-Follow proper hold and transfer protocol

-Demonstrate professionalism through voice and word selection

-Choose the right words to make communication clear and effective

-Use tone, rate and mirroring to align with customer/policyholder

-Diffuse emotion and manage types of callers

-Develop strategies for improved listening habits

Course Materials


Nancy Langton Related seminars and products

Partner, New Level Partners

Nancy M. Langton

Nancy Langton, a founding partner of New Level Partners, LLC, is an educator and a business professional with over 25 years of experience within the insurance industry in the areas of training and development, human resources management, and recruiting.
Problem solving energizes Nancy. She thrives on leveraging her extensive insurance industry experience, along with a life-long passion for learning management and instructional design and delivery, to collaborate with executives and learning professionals in fulfilling their visions and needs. Combining new hire programs, existing staff development and production efficiency initiatives with innovative learning solutions that meet unique business objectives, are just a few examples of Nancy’s capabilities.
Prior to cofounding New Level Partners in 2001, Nancy directed Human Resources for several national brokerages and top-tiered insurance carriers including Chubb and PLI Brokerage, just to name a few. She has successfully managed recruitment and strategic staffing of all levels and created and executed numerous training strategies.
In addition to her work in learning management, Nancy regularly speaks at numerous conferences on a range of learning and development, risk management and insurance and talent acquisition topics.
Nancy earned her BS in Comprehensive Business Education and MA in Training and Development from the College of New Jersey. She currently serves on the non-profit Board of Directors for Project InVEST and is a member of Society of Insurance Trainers and Educators (SITE), Elearning Guild and Society of Human Resource Managers (SHRM).
Nancy resides in central New Jersey with her husband and three children. In her spare time, Nancy enjoys spending time with family, fitness, traveling and meeting new people.
New Level Partners LLC (NLP) is an Educational Consultant and Services provider founded in 2001 by its current partners, William Harwood and Nancy Langton. NLP’s Insurance Education experience includes Commercial Lines and Personal Lines coverage, risk management and related business skills. NLP has designed, developed and deployed an extensive range of coverage and skill development curriculums, both in E-Learning and Instructor-Led formats. NLP has off-the-shelf courses and also customizes course/program content to client specifications. NLP is committed to the highest quality of training content and the most effective, and interactive, learner experience.


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No CE is awarded with this webcast!



Overall:      4.7

Total Reviews: 12

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