The National Alliance for Insurance Education & Research 3630 North Hills Drive

1. In-House Program The National Alliance for InsuranceEducation & Research 3630 North Hills Drive Austin, Texas 78755 Tel 512/349-7932 Fax 512-343-2167 www.scic.com

2. The Benefits of In-House Programs • Cost EffectivenessTravel-related expenses are reduced or eliminated. • Personal AttentionInstructors can tailor their instruction to the current needs of the organization and its personnel. • Quality TrainingEveryone in the organization will have the same level of knowledge and use the same vocabulary. • ConveniencePrograms are conducted at the facility of your choice. Time away from the office and other expenses are minimized. • ConfidenceEmployers can experience first-hand, the practical, professional, and high quality education their employees receive. • Experienced FacultyAll faculty go through a rigorous review process before being certified. • National ProgramOffered in all 50 states and Puerto Rico. • Career Development TrackAchieve career development track goals utilizing National Alliance programs.

3. Dynamics of ServiceOne-day Customer Service Skills Training Why Should You Attend? • Dynamics of Service gives insurance service professionals the tools they need to secure the bond between customer and the agency • Dynamics of Service helps the career-oriented insurance professional understand the service function from “first contact” to and through customer satisfaction-customer loyalty.

4. Dynamics of ServiceOne-day Customer Service Skills Training Who Should Attend? • Customer Service Representatives who seek to improve their skills and increase their personal and professional knowledge. • Producers, Agents, and Brokers interested in expanding the role of service to increase sales efficiency and effectiveness. • Owners and Managers wanting to learn about building an integrated sales and service program-a seamless delivery system.

5. Dynamics of ServiceOne-day Customer Service Skills Training What Participants Will Learn • The basic needs of customers and how to deal with different customer types. • To understand how to revitalize and reorganize your agency by making customer satisfaction and customer loyalty an integral part of policies, processes, and procedures. • How to establish a positive agency image and build a lasting relationship with customers. • How to increase your value and professional standing in the field of insurance. • How to handle difficult people and unpleasant situations by improving your listening and communication skills.

6. Dynamics of ServiceOne-day Customer Service Skills Training What Others Have Learned...What They Say. • “Terrific class! Getting back to the basics of service should be a number-one priority for anyone who desires to provide first class service.” • “This program is a ‘must’ for anyone who interacts with people.” • “The true-to-life examples that pertained to my daily activities provided a way to learn while having fun at the same time.”

7. Dynamics of ServiceOne-day Customer Service Skills Training Continuing Education Credit • This program qualifies for ??? Continuing Education Credits • This program satisfies annual update requirements for dues paid CISRs