Extraordinary Client Service 2017 | Chartered Insurance Institute | 27 April 2017 | Southampton, England

In the highly competitive and commoditized insurance market, it is the service that differentiates, builds loyalty and creates advocates. Understanding what clients want, listening well and being a skilled communicator can make a big difference to clients’ experience and their perception of service. If your role is relevant in client-facing, this session will focus on strengthening interpersonal relationships and enhancing the quality of interactions. It will provide a chance to reflect on certain approaches, communication styles and relationships which you may have with key clients.

By the end of this session, you will be able to describe things that client would want, demonstrate effective listening, use words that work, create a positive impression (on & off the telephone) & manage expectations skillfully. The Southampton Insurance Institute welcomes Melissa Kidd.

Melissa has a wealth of experience in the financial services sector – built up largely through working with the Chartered Insurance Institute since 2012. As well as working with accountancy and pension firms, Melissa has spoken at a number of conferences on the subject of successful networking. Prior to specialising in the finance sector, she’s worked for large corporations such as Coca Cola and the Royal Mail, institutions such Bristol and Bath University – where she taught PhD students how to articulate the value of their complex research to the business community. Her background in marketing, PR and communications means she is also at home within the media sector and has worked for agencies like Mason Zimbler, PamLloyd PR, Team Rubber and Bristol Media. Melissa also works with a range of associates to ensure that the material is robust and at the forefront of new thinking and research.