The NEW AIAM 120 Customer Service Part I
Total Credits: 2 including 2 CE Credit
- Average Rating:
- 164
- Categories:
- AIAM Training
- Speaker:
- Jeff Odom
- Duration:
- 2 Hours
- License:
- Expires 30 day(s) after program date.
Description
AIAM 120 examines the six things each of clients want from their insurance agency:
- To be greeted
- To feel valued
- To be asked what they want
- To be listened to
- To be helped
- To be invited back.
Outline
Part 1
Hour 1
I. 6 Things Our Clients Want From Us
a. To be greeted
b. To feel valued
c. To be asked what they would like
d. To be listened to
e. To be helped
f. To be invited back
II. To be greeted
a. Eye contact-even on the phone
b. Thanking them for seeing/listening to you
c. Attitudes
i. I don’t want to be bothered
ii. I don’t care
iii. I don’t like you
d. What do you expect as a customer?
e. Make sure the client in the first few seconds says to themselves:
i. I like this person
ii. I feel good about this person
iii. I want to do business here
2nd Hour
III. To feel valued
a. Focus on the customer
b. Ways Loyalty pays
c. How to get good at valuing people
d. Make sure the customer knows they come first
e. Don’t take customers for granted
IV. Ask them what they want
a. 3 things to ask the customer
b. 3 ways to get good at asking the customer if you can help them
c. Making loyal customers is cheaper than attracting new customers
d. Embracing the customer to complain
i. Hilton example
ii. Ritz
e. Expectations when you complain
f. How to deal with a angry customer
i. Don’t take it personally
ii. Make it a challenge
iii. Don’t take the I’m right, You’re wrong attitude
iv. Make the customer feel right
v. Listen
vi. Respectful tone
vii. Difference between sympathy and empathy
V. Conclusion of Part 1
Course Materials
Important CE_Credit Instructions_ABEN (0.73 MB) | Available after Purchase |
AIAM 120 PT 1 (1.8 MB) | Available after Purchase |
Speaker

Jeff Odom Related Seminars and Products
Education Instructor & Insurance Analyst
Florida Association of Insurance Agents
Jeff graduated from FSU in 1988 and began his insurance career as both a general lines and life and health insurance agent with an independent insurance agency. He moved to the education side of insurance by taking a position with the Department of Financial Services (formerly Department of Insurance), working in the continuing education section. Jeff spent his last four years there the administrator of Continuing Education. At FAIA, Jeff's duties include writing, updating, and revising FAIA's Florida Insurance Research Library, and teaching.
Dates
Fri, Jun 06, 2025 - 8:00 AM to 9:51 AM CDT
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Mon, Jun 23, 2025 - 10:00 AM to 11:51 AM CDT
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Tue, Jul 01, 2025 - 12:00 PM to 1:51 PM CDT
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Mon, Jul 21, 2025 - 2:00 PM to 3:51 PM CDT
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Fri, Aug 08, 2025 - 8:00 AM to 9:51 AM CDT
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Mon, Aug 25, 2025 - 10:00 AM to 11:51 AM CDT
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Wed, Sep 03, 2025 - 12:00 PM to 1:51 PM CDT
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Thu, Sep 18, 2025 - 2:00 PM to 3:51 PM CDT
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Fri, Oct 10, 2025 - 8:00 AM to 9:51 AM CDT
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Mon, Oct 27, 2025 - 10:00 AM to 11:51 AM CDT
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Mon, Nov 03, 2025 - 12:00 PM to 1:51 PM CST
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Tue, Nov 18, 2025 - 2:00 PM to 3:51 PM CST
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Fri, Dec 05, 2025 - 8:00 AM to 9:51 AM CST
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Mon, Dec 22, 2025 - 10:00 AM to 11:51 AM CST
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State Specific Details
State Approval Information DetailsReviews
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