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

2. 2 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. The Benefits of In-House Programs Cost Effectiveness Travel-related expenses are reduced or eliminated. Personal Attention Instructors can tailor their instruction to the current needs of the organization and its personnel. Quality Training Everyone in the organization will have the same level of knowledge and use the same vocabulary. Convenience Programs are conducted at the facility of your choice. Time away from the office and other expenses are minimized. Confidence Employers can experience first-hand, the practical, professional, and high quality education their employees receive. Experienced Faculty All faculty go through a rigorous review process before being certified. National Program Offered in all 50 states and Puerto Rico. Career Development Track Achieve career development track goals utilizing National Alliance programs.

3. 3 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. Dynamics of Service One-day Customer Service Skills Training  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. Why Should You Attend?

4. 4 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. Dynamics of Service One-day Customer Service Skills Training  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. Who Should Attend?

5. 5 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. Dynamics of Service One-day Customer Service Skills Training  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. What Participants Will Learn

6. 6 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. Dynamics of Service One-day Customer Service Skills Training  “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.” What Others Have Learned...What They Say.

7. 7 Copyright 2002. The National Alliance for Insurance Education & Research. All rights reserved. Dynamics of Service One-day Customer Service Skills Training  This program qualifies for ??? Continuing Education Credits  This program satisfies annual update requirements for dues paid CISRs Continuing Education Credit