"The Customer Is King"—a nice principle, but not always easy to follow.  Some customers make life challenging for employees with behaviors like making excessive demands, being petty or impatient, or crossing boundaries.  This e⁠-⁠training course provides strategies for handling difficult customer interactions in ways that foster positive relationships and maintain a constructive business dynamic.  It focuses on developing a service-oriented mindset, explains techniques for de-escalation, and offers guidance on steering difficult conversations back on track. Participants will also learn how to set boundaries and respond effectively to boundary violations.

Schwierige Kund:innen: Herausfordernde Situationen souverän meistern

Tough Customers: Navigating Challenging Situations with Confidence 

The current global situation is worrying: In the face of the omnipresent climate crisis, financial crises, social and political unrest, technology and information overload, we need to find our bearings and take action. How can this be achieved? This training provides strategies for successfully dealing with ambiguity and uncertainty. It highlights the aspects of mental agility, self-awareness, emotional awareness and situational awareness. Mental agility makes it possible to accept uncertainty and react flexibly to new situations. Self-knowledge opens up the space to reflect on one's own values and convictions in order to better understand one's own reactions. Control over strong emotions prevents impulsive actions. This allows situations to be realistically analyzed and appropriate decisions to be made.

Handlungsfähig bleiben:  Unsicherheit und Ambivalenz souverän meistern

Staying in Control : Managing Uncertainty and Ambivalence with Confidence 

We all have many goals and intentions. The question is, how can we move into action—and, more importantly, how do we stay committed until our goals are achieved?  This e⁠-⁠training aims to provide assistance with action control and motivation. Based on various psychological models, it explains how to set realistic, motivating goals, what to consider when planning action steps, how to maintain discipline during execution, and how to constructively analyze the results to achieve future goals even more effectively.

Ideen verwirklichen: Wie Sie Absichten in Taten umsetzen

Bringing Ideas to Life: Turning Intentions into Action

The e⁠-⁠training encourages participants to define their own negotiating interest and to set optimal and minimum goals for the negotiation with the insurance client. This strengthens their own negotiating position while building a good relationship with the client and developing a common understanding of the insurance contract. The course explains how to represent and argue one's own offer. In addition, participants learn to always check and record the outcome of the negotiation.

Professionell und kunden­­orientiert verhandeln in der Ver­sicherungs­branche

professional-and-customeroriented-negotiation-in-the-insurance-industry

negotiating

Negotiating

Professional and customer-oriented negotiation in the insurance industry

The e⁠-⁠training provides an insight into how lean management can be used in companies. The insurance industry can also benefit from this by optimising processes for the benefit of customers and increasing added value. Various concepts and tools related to lean management are presented, including the seven types of waste and the PDCA cycle.

Lean Management in Versicherungsunternehmen – Grundlagen für mehr Kundenfokus 

lean-management-in-insurance-companies-basics-for-more-customer-focus

agility-and-innovation

Agility & Innovation

Lean management in insurance companies - basics for more customer focus

Participants learn how to start conversations with clients successfully. Small talk is an important tool here. The e⁠-⁠training therefore teaches how to cultivate small talk and thus build up sympathy, how to find the right small talk topics and how to avoid no-gos. Participants also learn how to understand the non-verbal signals of their customers and how to communicate in an appreciative way using their own body language. The aim is to always express appreciation through one's own appearance and behaviour. This is how sustainable relationships can be built up in customer counselling.

Wertschätzende Beziehungen in der Beratung von Versicherungskundinnen und -kunden aufbauen

building-appreciative-relationships-in-client-counselling

selling

Selling

Building appreciative relationships in client counselling

In order to ensure that insurance customers feel well looked after, it is important to create an individual and customer-oriented relationship with them. This includes identifying the motives and needs of the customers by skilfully asking questions and listening, always being ready to help the customers and using individual rather than mass marketing. Cross-selling tailored to the client can also create great added value for both the client and the insurance company. This e⁠-⁠training offers a lot of useful know-how on strategic relationship building in the insurance industry.

This course is part of the three-part series "Strategic Sales in the Insurance Industry". However, the courses do not build on each other and therefore do not assume any prior knowledge.

Strategischer Vertrieb in der Versicherungswirtschaft – Kundenbeziehungen individuell gestalten 

strategic-sales-in-the-insurance-industry-shaping-customer-relationships-individually

Strategic sales in the insurance industry - shaping customer relationships individually

Sales professionals and aspiring sales employees can find suitable strategies for different sales requirements in the Sales & Services clusters. The contained learning paths train diverse competencies with which you can proactively and sustainably support your customers.

Acquiring and Retaining Customers

Sales & Service

Agility is one of the most important skills in the modern working world. The Agile Essentials topic cluster helps you to act agilely according to different requirements and consolidates valuable methods to develop a future-oriented mindset and apply it situationally.

Shaping the Future

Agile Essentials

The intricacies of communication are a daily challenge. The Communication & Collaboration topic cluster helps you to strengthen your personal communication skills. The learning paths deepen methods to promote team communication and to address different types of conflicts with solution-oriented strategies.

Moving forward as a team

Communication & Collaboration

From classic to digital skills, this topic cluster covers relevant competencies for a convincing appearance in the workplace. The learning paths awaken your talents to lead presentations and meetings, manage projects across on- or offline channels, and refine a deep understanding of complex digital issues.

Managing everyday work confidently and convincingly

Business Essentials

Leaders will find basic solution strategies for characteristic challenges in leadership positions in the Leadership Essentials topic cluster. The learning paths decode complex leadership topics with practical recommendations for action and support you in shaping your responsible role.

Leading and Developing Employees

Leadership Essentials

New Work, hybrid work, diversity and inclusion. The modern world of work continues to evolve rapidly through a variety of topics. The demands placed on managers are changing at the same pace. The learning paths from the New Leadership topic cluster show how to convince with attitude, help on the way to a future-oriented leadership mindset, and motivate towards a forward-thinking leadership position.

Expanding leadership competencies for the new world of work

New Leadership

Everyday training for your own soft skills. The learning paths in the Grow & Flow topic cluster support you in using needs-oriented work methods to structure your daily routine efficiently. The e-trainings promote self-competencies and encourage optimizing the personal performance curve and reduce stress levels.

Developing self-competencies for the new world of work

Grow & Flow

Comprehensive soft skills training for in-depth personal development. Macrolearning is a classic elearning course with a completion time of approximately 50 minutes. As a particularly intensive form of digital development, macrolearning promotes soft skills and sharpens personal profiles. For a holistic learning journey, PINKTUM Macrolearnings can also be combined with suitable compact Microlearnings. 

It’s a skill booster for complex tasks. Challenge Microlearnings focus on solving everyday challenges by advancing knowledge and teaching relevant emotional soft skills. They are to the point and deficitoriented.

Know-how Microlearnings provide expertise on a specific topic in minutes. Focusing on your knowhow therefore provides solutions to your everyday issues. It’s a very efficient way to refresh one’s knowledge.

Ideal soft skill training for the hectic workday, even without in-depth prior knowledge. Microlearning is a compact e-learning course that takes only a few minutes to complete. The short learning unit is ideal for quickly refreshing knowledge (Know-how) or solving professional challenges (Challenge). A microlearning can be combined with appropriate macrolearnings or used as a stand-alone learning product.

Professional and customer-oriented negotiation in the insurance industry

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