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Chapter 8- Employee Training |
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Lisa H. Harrington, CPCU, CAE, AAM, AAI, AIP Vice President of Education, FAIA One of the most common calls I get from agencies is: Do you know anyone looking for a job as a CSR? Well, we do our best to help in those cases, but the reality is there aren't that many people out there in the business to begin with! After all, the national unemployment rate is only around 3%. So, one of the suggestions I always make is: "Why not hire someone smart and train them in insurance?" The answer is always the same. "I DON'T HAVE TIME TO TRAIN ANYONE!" This article is intended to help you with that problem. There are a lot of resources available to you! 1. InVEST - InVEST is a training ground for new insurance people! They learn how to run a mini-auto insurance agency in their business classes. The web site http://www.investprogram.org/ has information about this program. Contact your local board president or InVEST coordinator; or, call or e-mail Kay Bishop or Robin Mattheiss at FAIA. 2. Customer Representative Resource Manual - this book is something you already have, right in your Florida Insurance Research Library CD-ROM! Amazingly, most have forgotten this wonderful resource. If a CSR has a question she can look right in that book and usually find an answer. Use it as a training guide, going through one section a week with a new staff member. You'll be able to tailor what they learn around your agency's procedures, and use this book as a guide to get through all the material. 3. Insurance Essentials - This is a new product that FAIA has available. IIA/CPCU created this CD-ROM to teach the basics about insurance to those who have never had any insurance experience. In 4-6 hours, your new employee will learn the fundamentals of the history of insurance, how it works, how the insurance industry is set up, how the typical insurance transaction takes place, etc. It is very reasonably priced at $69.99. If you'd like to order, call our fax information line at 1-800-789-1055, and request document ##1235. 4. ACSR - If you have staff that received their 4-40 license but don't have this valuable designation yet, perhaps they should! They can come to one of our excellent classes or go online at www.faia.com. 5. Elite Sales Force - Trying to train someone in production? Send them to the most comprehensive sales training class in the industry-FAIA's Elite Sales class. They'll learn about all the most popular insurance sales methods and what the Best Practices Agencies are doing, as well as negotiation skills, underwriting, plus everything they need to prospect, gather all the needed data, and close the sale. Click here for the a brochure and application. 6. Professional Skills Series - In early November of this year, FAIA's web site will have new office/professional skills courses available ONLINE. There are hundreds of titles like Basics of Microsoft Word, Excel & Office, Time Management, Business Writing Skills, Basic Customer Service, Supervisory Skills, Telephone Skills, Grammar, etc. Watch your e-mail and the Agents Education for more information . We'll let you know as soon as these classes are up and running! 7. Personal help! If you have a training question, never hesitate to call on me. I'll be glad to visit with you on the phone (850-893-4155, x343) or by e-mail at lharrington@faia.com. If I don't have a ready answer, I can help you find the training resources you need. And coming soon:
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Florida Association of Insurance Agents
