Customer Service Excellence Program

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Boost customer connection across the insurance industry with dynamic, online training that builds lasting relationships.

Are you looking to strengthen your customer connections with clients?

Check out the Customer Service Excellence Program – A comprehensive and engaging online training program designed to strengthen customer connection with clients, coworkers, and partners throughout the insurance industry.

The dynamic curriculum equips you with practical skills and proven techniques to deliver results while creating a positive experience for both internal and external customers. Throughout the program, realistic scenarios and group problem-solving conversations are used to develop your skills.

About the Program

Insurance Agents & Brokers (IA&B) and New Level Partners (NLP) are excited to bring this series to the insurance community. All sessions are led by NLP, a learning solutions provider specializing in the insurance industry.

Program Highlights

Limited Spots Available – Limited to just 12 participants so everyone can feel safe and fully engage, collaborate, and learn from one another.
Interactive, Online Collaboration – Engage with the instructors and your peers via Zoom (with cameras on) and use the Miro platform, endorsed and loved by past participants.
Certificate – Upon completion, you will earn a certificate recognizing your achievement.

Dates & Workshops

There are a total of six, 90-minute workshops that run from Tues, Nov. 4, 2025, to Tues, Dec. 9, 2025. Every session is on a Tuesday from 10:00-11:30 AM ET.

The dates and workshops are:

Nov. 4: Customer Centricity – Mindful Service

We will define the personas and expectations of your customers in today’s environment. What are the impactful moments and opportunities where you can make a difference? Ready your value pitch on how you and Builder’s Mutual deliver excellence.

Nov. 11: Customer Communication

An impression is made within a snap! How can you create a positive impression even when you must deliver a difficult message? Gain communication techniques to deliver action forward messages with confidence.

Nov. 18: Email Essentials

Every email is an opportunity to build a stronger relationship with the reader. Your mission is to find ways to improve your email habits to create a positive impression, promote your brand, and achieve effective results and responses.

Nov. 25: Leading Difficult Customer Calls with Confidence

“In the heat of the moment” – we may find ourselves struggling to respond positively. There are difficult customer calls and conversations that challenge us in our roles. You will gain approaches and techniques to use in future challenging conversations.

Dec. 2: Time Management Success

When was the last time you took a step back to assess your time management habits? After this workshop, you will look at your to-do list differently on where and how you spend your time to gain the most productivity in your day.

Dec. 9: Introduction to Negotiations

The insurance industry is a natural negotiation culture. Regardless of role, you will be negotiating with someone at some point. You will be able to prepare for negotiations, understand interests, and prepare calibrated questions.

Register by: 4:30pm, Friday, October 31

Limited to just 12 participants. Secure your spot to take advantage of this opportunity.

Your Investment:

Members: $499 per individual

Non-Members: $739 per individual

Note: Individual sessions are not available for purchase and attendees will receive information prior to the first workshop.

To Register:

Online:
https://www.iabforme.com/eventregistrations/?eventId=7392

Phone: 800-998-9644, option 1

If you have questions, contact:

Email: IAB@IABforME.com

Phone: 800-998-9644, option 2

Presenters:

Jaime Foran

Jaime’s professional background is a blend of technical skills, engaging facilitation, and instructional development talent. She has led programs and projects for small, medium, and enterprise customers. Her instructional design talent is at an advanced level with competency in numerous learning applications.

Jaime curates content and develops classroom programs, all user and trainer materials, remote learning curriculum, online learning courses, and gamified learning objects. Jaime’s technical skills include procurement and architecture of learning management systems along with e-merchant front-end websites. She develops highly interactive e-learning courses that focus on engaging the learner, using various tools. Jaime has also been teaching workshops and classes for over 20 years with audiences ranging from early talent to experienced leaders.

Nancy Langton

ancy founded New Level Partners, a learning solutions company with an ed-tech influence dedicated to the insurance industry. Nancy has trained thousands of individuals within the insurance industry. She brings her experience from leading human resources and talent development at carriers and brokers.

Nancy’s specialty areas include Introduction to Insurance, Property and Casualty, High Net Worth Personal Lines, Employee Benefits, Leadership, Service, Business Skills, and Sales. She provides guidance to “new to industry” talent up to all leadership levels. Nancy has developed and collaborated with subject matter experts on a wide range of programs for carriers, agents/brokers, and non-profit associations.

Testimonials from Independent Insurance Professionals

“This workshop was fantastic; it was educational and entertaining. I’ve gained lucrative skills and have been able to put them into practice beautifully. The engagement and insight from the other attendees gave me a new perspective. The instructor’s wealth of knowledge and insight was top notch.”

“Excellent information presented with fresh ideas on how to improve email correspondence to achieve a higher read and response rate!”

“This entire series was WELL done, enjoyable and I learned a lot and am putting into practice what I learned.”

“Great breakout sessions that helped to apply what we discussed.”

650 Wilson Lane, Suite 200
Mechanicsburg, PA 17055

191 Main Street
Annapolis, MD 21401

Toll Free: 800-998-9644
Fax: 717-795-8347
Email: IAB@IABforME.com

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