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Delivering Exceptional Claims Service
Claims handling and interaction with various "customers” can be challenging indeed. No matter your level of experience, this seminar will provide concrete solutions to address issues we encounter while dealing with our various customers: obligees, owners, principals, claimants, agents and underwriters. It will be presented by Carl Van, an experienced and knowledgeable claim professional, author, speaker and trainer. Carl has presented around the world and has been described by a SFAA member company representative as the "best presenter I have ever seen.” The presentation will address: 1. How to use phrases and words that are less likely to damage your relationship with customers and lead to repeated questioning, unreasonableness, vagueness, impatience and biting remarks 2. How to make empathic connection with your customers while discovering methods to make sure your customers remember more of what you say to them 3. How to develop skills to effectively deal with both assertive and angry customers
ADVANCE REGISTRATION
We will be accepting registrations on a first-come, first-served basis. To register, please fill out a Registration Form (and see note below on payment options). Please submit your registration by May 22, 2014 to ensure that you are included on the advance registration list. To verify that space is available, please call 202-463-0600.
CANCELLATION
POLICY
A full refund of the seminar registration fee will be
provided if the reservation is canceled by May 22, 2014.
HOTEL INFORMATION To make hotel reservations, please call the Embassy Suites Los Angeles – International Airport/North Hotel directly at 1-310-215-1000. A special rate of $169 per night is available for meeting attendees. All reservations must be guaranteed with a valid credit card and are subject to a 24-hour cancellation policy. Please mention that you are attending The Surety & Fidelity Association of America Claims Seminar. More information on the hotel is available at http://embassysuites3.hilton.com/en/hotels/california/embassy-suites-los-angeles-international-airport-north-LAXABES/index.html.
The deadline to make reservations at the special rate is May 16, 2014
PROGRAM
SCHEDULE
June 5, 2014 | 1:00 p.m. – 1:30 p.m. | WELCOME & INTRODUCTION | | 1:30 p.m. – 2:30 p.m. | THE 5 STANDARDS OF GREAT CUSTOMER SERVICE IN CLAIMS | | 2:30 p.m. – 3:30 p.m. | CUSTOMER SERVICE IN THE CLAIMS ENVIRONMENT | | 3:30 p.m. – 3:45 p.m. | BREAK | | 3:45 p.m. – 5:15 p.m. | MAKING THE CLAIMS JOB EASIER VIA CUSTOMER SERVICE IMPROVEMENT – PART 1 | | 5:15 p.m. | ADJOURN | | 5:15 p.m. -- 6:15 p.m. | COCKTAIL RECEPTION |
June
6, 2014 | 8:00 a.m. – 8:45 a.m. | CONTINENTAL BREAKFAST | | 8:45 a.m. – 9:45 a.m. | MAKING THE CLAIMS JOB EASIER VIA CUSTOMER SERVICE IMPROVEMENT – PART 2 | | 9:45 a.m. – 10:00 a.m. | BREAK | | 10:00 a.m. – 11:00 a.m. | DEALING WITH DIFFICULT CUSTOMER REACTIONS | | 11:00 a.m. – 12:00 p.m. | BUILDING TRUST | | 12:00 p.m. – 12:30 p.m. | LUNCH AND ADJOURNMENT |
REGISTRATION FEES
SFAA
MEMBERS $450 (early bird $400 by May 5, 2014)
Pay by Check or Credit Card
Checks
Make checks payable to The Surety & Fidelity
Association of America. Return Registration Form with payment to Meetings
Department, 1101 Connecticut Ave.,
NW, Suite 800, Washington, DC, 20036.
Credit
Card
Complete and fax a Registration Form and Credit Card Authorization Form to 202-463-0606
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