Transcript: How? 7. Agree on terms, discuss loan amount Having many promoters is good for business Objectives Agree and align on 5 Steps to Excellent Customer Service Incorporate the 4 categories of Service Excellence in the client interaction process 9. Process loan application * They don't like you What changes do we want to make? 1. Delivering the promise They have wants SOD Standard Flow * They don't know you 4 Stages of Customer Interaction 3. Determine how client learned about the company if NC 2. Providing personal touch Agree on customer interaction stages SOD Client Interaction Process In SOD Client Interaction Process aligned with the 5 Steps * Has made purchase 6. Ask for requirements Our clients can get what they need from different sources Calibrate on some frameworks and definitions to be used 4. Ask questions on retirement, start of pension, amount of pension, other existing loans, etc * Gave you permission Our clients, our customers... * Our clients/customers In SOD Frontliners' behaviors (words and actions) as per the 4 categories of Service Excellence November 24, 2016 4 Categories of Service Excellence * Private investigators * They don't trust you 2. Assess health status and age of client "Word of mouth" is the best advertisement We often make mistakes of turning strangers into buyers right away 1. Frontliner greets the client and determines if NC, Reloan, etc. 4. Dealing well with problems and queries * Willing to listen 3. Going the extra mile 5 Steps to Excellent Service * Puts a good word for you for free * They turn strangers to buyers They have needs 10. Client receives check Let's make sure that they want to get it from us 5. Ask purpose of loan 8. Client fills out documents Coach Maurice W Evans says... Stranger Promoter Identifying the Need Buyer Greetings! Providing the Need Close with branding VAS Looker
Transcript: Overview - Trainer: Dawn Hardwick, Abbey Hall - Management Team: Julie Bowering, Rebecca Littell Context Background Who is Elements? What is the issue we are facing? What is our goal? What are the measurable objectives? Who will be developing and training? What is our process? How will we evaluate? Abbey Hall, Elements Financial Questions? Objectives Evaluation Process Continually reviewing to make changes & improve - More interactive conversations? - Better engagement & education? - Meet percentage of close objective? - In the black (profitable) employer relationships? Tracking win to loss ratio to continue development - Develop & implement specific questions to enhance AID, Inc. process - 2 to 4 questions per step - Raise close ratio to 20% over next six months Week 1 - Development Week 2 - Review Week 3 - Train Week 4 - Implement Week 5 - Implement Week 6 - Review & Make Changes Goal Champions Strategies & Goal - Lots of "face time" - No formal process/best practices - AID, Inc. - Need to connect - Outline the process - Energy, questions, education - Build on the strengths - Close more business Client Interaction Training Plan Thank you! - Credit Union, HQ'd in Indiana - "Elements at Work" Days, classes
Transcript: Example of a Jeopardy Template By: Laken Feeser and Rachel Chapman When creating without a template... http://www.edtechnetwork.com/powerpoint.html https://www.thebalance.com/free-family-feud-powerpoint-templates-1358184 Example of a Deal or No Deal Template PowerPoint Game Templates There are free templates for games such as jeopardy, wheel of fortune, and cash cab that can be downloaded online. However, some templates may cost more money depending on the complexity of the game. Classroom Games that Make Test Review and Memorization Fun! (n.d.). Retrieved February 17, 2017, from http://people.uncw.edu/ertzbergerj/msgames.htm Fisher, S. (n.d.). Customize a PowerPoint Game for Your Class with These Free Templates. Retrieved February 17, 2017, from https://www.thebalance.com/free-powerpoint-games-for-teachers-1358169 1. Users will begin with a lot of slides all with the same basic graphic design. 2. The, decide and create a series of questions that are to be asked during the game. 3. By hyper linking certain answers to different slides, the game jumps from slide to slide while playing the game. 4. This kind of setup is normally seen as a simple quiz show game. Example of a Wheel of Fortune Template https://www.teacherspayteachers.com/Product/Wheel-of-Riches-PowerPoint-Template-Plays-Just-Like-Wheel-of-Fortune-383606 Games can be made in order to make a fun and easy way to learn. Popular game templates include: Family Feud Millionaire Jeopardy and other quiz shows. http://www.free-power-point-templates.com/deal-powerpoint-template/ Quick video on template "Millionaire" PowerPoint Games Some games are easier to make compared to others If users are unsure whether or not downloading certain templates is safe, you can actually make your own game by just simply using PowerPoint. add logo here References Example of a Family Feud Template PowerPoint Games are a great way to introduce new concepts and ideas You can create a fun, competitive atmosphere with the use of different templates You can change and rearrange information to correlate with the topic or idea being discussed. Great with students, workers, family, etc. For example: With games like Jeopardy and Family Feud, players can pick practically any answers. The person who is running the game will have to have all of the answers in order to determine if players are correct or not. However, with a game like Who Wants to be a Millionaire, the players only have a choice between answers, A, B, C, or D. Therefore, when the player decides their answer, the person running the game clicks it, and the game will tell them whether they are right or wrong.
Transcript: 0 1 8 2 CLIENT INTERACTION SESSION Thank you for making us numero uno! Your preferred health insurance provider Thank you for making us numero uno! Membership Growth Membership Growth From 2003 - 2017 NMI Membership Growth PRODUCT ENHANCEMENT PRODUCT ENHANCEMENT Essential Essential Care Benefits Executive Executive Care Benefits Premier Premier Care Benefits Annual Wellness Annual Wellness for All Plans TECHNOLOGICAL INTERVENTION TECHNOLOGICAL INTERVENTION Manual System Challenges with manual verification & claims management Manual member verification Paper claim forms Manual vetting of claims Lack of information clients benefits Signing of blank claim forms Cumbersome vetting process Delay in claims payment Electronic System Electronic Verification & Claims Management Electronic member verification & instant display of member benefits Introduction and use of PINs at provider sites as proof of attendance SMS Messaging: notification of cost of medical service rendered to client via sms Automatic adjudication system for prompt processing and payment of claims 1 2 3 4 Policy Information Limited access to policy information at individual level Such as: Benefits details Individual utilization statistics Claims history NMI procedures Member Portal Member Portal Major challenge for most company HRs is retrieving valid cards from exited employees Card retrieval Card retrieval Access to global utilization statistics ,trends and relevant information for management decisions Allows HRs/contact persons to apply for membership for new members and deactivate members who have left their employment Allows HRs/contact persons to apply for change in benefit options Allows HRs/contact persons to provide feedback & report complaints for effective management of the healthcare needs of their members HR Portal HR Portal Our Call Center: Our Call Center: NMI CALL CENTER NMI CALL CENTER Whatsaap chat: 055 657 9271 Live chat on website www.nationwidemh.com Contact us from Mondays – Saturdays 6am to 8pm on our toll free line: 0800 222 222 Additional Services NMI has partnered with other players in the healthcare industry to bring to clients: Mobimed Health Talks Health Screening Time with the Doctor Ask the Doctor On – site Clinic Virtual Clinic - Teledokta Additional Services Medicine Delivery Service Medical Advisory Service Virtual Clinic Healthcare Provider Management Healthcare Provider Management Accredited over 500 healthcare service providers - focus has been on accrediting health faclilities in the districts to expand our network of hsps Regular engagement with service providers to foster and maintain developed partnerships -engagement sessions with the different specialties Accredited HSPs Accredited HSPs HSP Relationship Management HSP Relationship Management EDWARD – 0202223971 Adenta/ East Legon/Adjirigano / Madina / Airport EBEN – 0501409242 Sakumono / Ashaiman/ Kpone /Tema / Prampram JERRY - 0501409243 Accra Central /Dansoman/ Darkuman/ Sakaman/ Korle bu/ Mamprobi RONALD – 0262015141 La/Trade Fair/ Labone / Osu/Ringway Estates/ Teshie /Nungua EVANS – 0202223972 Abelemkpe /Dzorwulu/ Roman Ridge/ Achimota/Dome/ Kasoa /Tesano GUSTAV - 0246059257 Adabraka/ Kokomlemle/Spintex Batsonaa/North Kaneshie My Health’ is a flexible, dependable and affordable health insurance plan from Nationwide for all individuals in the formal and informal sectors. NMI Micro – Health Insurance Product NMI Micro – Health Insurance Product The premiums are divided into medical savings and insurance components. The insurance component buys you hospitalization cover Exclusions are on the insurance component and not the medical savings component. Clients will have access to clinics, hospitals, pharmacies and diagnostic centers. Once you get your card you can access care at any My Health accredited facility Features Features Eligibility: no age limit Payment terms: flexible Payment modes: Mobile money, direct bank debits, cash to accredited agents Payment frequency: daily, weekly monthly quarterly, semiannual; Annual Enrollment: Self enrollment via “My health” mobile application and on www.nationwidemh.com Accredited agents across the country Accredited agencies Choice: 5 plans and more for all income brackets Affordability: Starting from GHS 1.00 per day Features Features NMI - ALLURE PARTNERSHIP SCREEN OR SPA: Spa services available to Premier/Premier Plus & Privilege Members (Principal Members Only) LOYALTY/REWARDS: a) Give back to Individuals/Families/Companies with zero to low utilization. b) Appreciation of client loyalty & partnership NMI - ALLURE PARTNERSHIP
Transcript: CSC Client Interaction Channels Traditional Existing clients or those within emloyee networks Social Media Campaigns Professional Organisations Publicising new solutions, wins and industry awards
Transcript: My passion is for creating memorable and emotional connections for my client’s brands. This translates into real customer loyalty and ultimately increases business through word of mouth recommendations. Last year word of mouth recommendations amounted to a significant portion of Earl Brandspace's new business. I combat this with ongoing communication and reassurance. I work to build their trust in me and as that grows so too does their respect and confidence in my ability to deliver. Unlike most people, I love being the person to call when there is a problem. Effective troubleshooting is possible only when you understand both the brand and the client. The most succesful communication strategies, are the ones where the client feels they are getting the most of out of our partnership. I want to be part of an engaging and exciting organisation where I can use my skills and experience to create long lasting, high-impact, experiences. My job is my passion and I give it maximum energy and enthusiasm. Where I excel is in the trust I build with my clients through genuine friendships and the shared passion of delivering high quality events and experiences. The brand marketing teams I work with know that I am there for them whenever they need me. Not just 9-5. I care about their goals and they know that. Working with clients from concept stage, allows me to have input in the creative process and be part of evolving briefs. I keep on top of the latest trends and marketing strategies. This means I'm equipped to help clients stand out from the crowd and ensure that together we deliver unique, original experiences. No two clients are the same The biggest challenges I have faced have been whil working with clients who find it hard to release control and trust me. Providing excellent customer service, for me, is a given Client Interaction Experience I find building trusting and loyal connections incredibly rewarding. As a client you’re buying into me as much as you’re buying into our company. In my experience, this is the single most important factor when in a client facing role. My approach is always adaptable, deliberately tailored to the individuals and companies that I look after. This has enabled to me succeed as a Project Manager with Earl Brandspace, delivering over 50 experiential activations per year with total budgets exceeding $2million.
Transcript: Approved SPOA and BD (responsible) propose plans to answer Client's expectations RAD (accountable) Client interaction The segment Dir. Consult Not approved Inform Plans applied. Recommend BIGS (local)
Transcript: Template Creation! Projects produced by the DTC WCF Service Template In-Process Calls You Try It! The WCF proxy class is automatically generated when a service contract is created / changed. The proxy class implements both versions (sync and async) of the service contract interfaces. The client can use either version of the contract. An overloaded Proxy constructor takes a ContractOption to indicate running the service on the developer's machine. Associated Service Files Synchronously Calling Service via Proxy .NET offers several options with various tradeoffs: COM+ Web Services .NET Remoting Windows Communication Foundation (WCF) For asynchronous calls, use the proxy object based upon the Async interface Call the "Begin[Operation]" method Input parameter, callback method, and a nullable AsyncState object In the callback method, call the "End[Operation]" method to get the returned output from the service Must return to UI thread before updating the UI controls TA-DA! APM calls can be converted into a task using the Task.Factory.FromAsync factory method: The task can now be chained, nested, or otherwise manipulated with the TPL. An Example WCF Questions? Application Name Windows Communication Foundation (WCF) Unified programming model (service model) for building service-oriented applications that communication across the web and the enterprise. For communication on same machine or other machines Explicit service orientation Why use Services? Asynchronously Calling Service via Proxy (APM) Lab Time! Name and Solution Name are the same and will become the application name Be sure to point to the application area folder in Location Unification of existing .NET Framework communication technologies Why do we use Services? Contract Project is shared by the client and server applications. Includes: Interface (ServiceContract) for each service implementation class Models Folder to include the data transfer objects "WCF" Technology Folder Includes a Proxy class for each service contract Create a new DTC WCF Service and Solution Project and solution: Banking Area: NTGTG Service: Checking Interface: IDeposit Set a breakpoint in the Logic project's Deposit class on the first line of code in the Uppercase method. Run! Test out the buttons on the form and make sure your code breaks in the Uppercase method when you click the first button. Close the application and also stop debugging. Inter-Process Communication Calling services through the WCF proxy has a cost In-proc calls can be made through direct reference to the service Logic project Instantiate the implementation class in Logic Use the interface type for the object Don't use the Proxy class for making the call These are sometimes used for service-to-service interaction These are not used for client-to-service interaction Learn what is a service Learn how to create a service Not get motion sick Need some technology to connect client to the middle tier Client-Service Interaction For synchronous calls use a proxy object based on the main interface From a background thread, call the operation Waits for method return before continuing Thread is blocked waiting until the service returns Remember, you must return to the UI thread before updating the UI controls Asynchronously Calling Service via Proxy (TPL) Presenter Main View Problem: Let's say a user wants an application to insert and query some data from a database table If this was a college assignment how would you attempt to solve it? Use one file? A service is: A self-contained unit of software that performs a specific task Non-context specific Stateless Loosely-coupled Service Proxy WCF Service Info 1. Verify Path. It should put up after C:\dtcdev\area 2. Enter application area code if not already populated. 3. Provide the name for the first Service/Concern folder. 4. Provide an interface name for the service contract. 5. The unit test project is optional for those using unit testing. ASP.NET Web Services .NET Remoting What is a Service? DTC WCF Service Template Creates all projects necessary for a WCF service within a concern folder. Current architecture and naming standards Sets: Namespaces and assembly names Appropriate references Using statements (imports in VB) Signed projects AssemblyInfo LMF attributes Configuration for communicating with server Generates model code ABTech WCF Service Projects Contract Project Example: Getting Employee Info from database Objectives
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