ROUTES: IVASS TRAINING - IVASS UPDATE - OAM TRAINING
Ivass Thematic Area: ADMINISTRATIVE AND MANAGEMENT
Ivass area module: 7. Customer relationship management
OAM thematic topic: Professional ethics and correctness in relations with the customer.

OBJECTIVES

The management of customer relationships is one of the key competences that IVASS Regulation No. 40/2018 confirms in the context of the elements of professionalization of the people involved in the insurance distribution business.

What are the cornerstones of a good relationship process? What are the tools available for this goal? How to tie relationship and adequate offer?

The didactic structure of this course is aimed at these answers.

The course guides the Consultant in managing the relationship even in its most operational aspects through the analysis of practical cases.

DURATION

1 hours

CONTENTS

Module 1 - Knowledge and relationship

• The relationship is born from the knowledge of values
• The reasons for the customer
• How to identify the why of the customer
• Emotionality
• Overcome simple needs and identify why the customer
• Learning Stop
• The why of the customer derive from experiences that we must be told
• Balance between clarity and transparency
• Active listening as a tool to build a lasting relationship and an adequate offer
• Learning Stop

 

Module 2 - The tools of the report

• The tools required by the rules: a reasoned census
• Beyond the norm: question and listening - ways to get to know the customer
• Beyond the norm: question and listening - a concrete example
• Considerations on the questionnaire
• Learning Stop
• Use regulatory tools: how and when
• How to find the right solution for the customer
• Check list: questions and tools
• Learning Stop

 

Module 3 - Report and adequate offer

• Relationship and target market
• The target market
• Why the target market is important
• Customer interview
• When, how and what questions for target market and adequacy
• Learning Stop
• Same needs, different values, different coverage projects: a concrete example
• The values ​​and experiences that foster the relationship
• The risks of unlived experiences
• Between nudge and compliance with regulations
• Learning Stop

 

Module 4 - The relationship over time

• Plan and make the coupon
• The customer's life cycle
• The relationship with the customer and bad news (from regulatory tools to customer relations)
• Learning Stop

 

TECHNICAL REQUIREMENTS:

 

Acrobat Reader

PDF documents are exported for version 5 but are compatible with later versions of Acrobat Reader released up to the date of update of this file.

Browser

  • Internet Explorer 10
  • Internet Explorer 11
  • Mozilla Firefox
  • Google Chrome

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Pop-up blocker disabled

Minimum video resolution

The courses are optimized for a 1024 × 768 display on PCs and tablets of at least 7 inches.

Speakers or headphones (in case of multimedia products)

DATA TRACKING METHOD: SCORM 1.2

CERTIFICATION / CERTIFICATE

Final reports and certificate of use compliant with the provisions of the IVASS Regulation and OAM circulars.

DEVELOPMENT TECHNOLOGY:

HTML5

PRODUCED BY:

PIAZZA COPERNICO

Content edited by: LYVE

Teacher: Valentina Pignataro

COURSE CODE:

0006_18_02