Liberty Mutual Agency Markets' eighth regional commercial lines companies are now offering customer service representative (CSR) development programs for CSRs with the companies' appointed agencies. The 10-week programs are comprised of instructor-led webinars, online self-study courses from The Institutes and weekly in-agency modules for building customer service and sales skills.
Designed specifically for CSRs high-volume, fast-paced roles, all components of the programs are delivered at the agency, more closely tying training to day-to-day work functions. The programs are tailored for new CSRs or experienced CSRs who wish to accelerate their performances. The curriculum includes:
- Insurance principles
- Commercial insurance
- Customer service best practices
- Sales skills (including account review and cross-sell opportunities)
- Carrier - Relationship management
- Training on their regional company's product line and appetite
Participants in the commercial lines CSR development programs dedicate 5- to 12- office hours weekly to the learning modules. An assigned agency mentor will commit 2-to 3- hours weekly for coaching development, in-agency skills practices and feedback.
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