Customer Service: Making the Difference 1 & The Data Protection Act and You

Customer Service: Making the Difference 1

This is the first of a two (2) part series that is designed to enhance the skills of participants through educating them on customer service best practices.

 

The Data Protection Act and You

This highly interactive session is designed to provide participants with knowledge and understanding of the Data Protection Act and the importance of data protection for insurers and insurance professionals.

 

Customer Service: Making the Difference 1 At the end of this session, participants will gain an understanding and appreciation of customer service in the following topic areas:

• Importance of Answering the Telephone Professionally
• Importance of Promptness
• Professional and Courteous Communication
• Customer Experience
• How telephone professionalism influences business success
• Professionalism in the Reception Area
• Key Elements of Professionalism
• How excellent customer service fosters loyalty and encourages customers to stay with a company.

  The Data Protection Act and You At the end of the session, participants will be able to:

• Understand key requirements of the Data Protection Act of T&T
• Understand the importance of data protection for Insurers and others working in the insurance industry
• Understand implications for data breaches
• Understand risk mitigants to deal with data breaches

Customer Service: Making the Difference 1 Mr. Ulric Miller is certainly no stranger to the Insurance Industry and has over 45 years’ experience. More specifically, his role as a TTII lecturer and trainer has spanned a diverse range of subject areas namely Long-term Insurance Business, AML/CFT/CPF, strategic planning and Ethics. His historical roots run deeply in the TTII, as he also served as President of the Council of Trustees. Regionally, he has held the position of 1^st Vice President of the Association of Insurance Institutes of the Caribbean (AIIC). He has also served as an adept change manager with special experience in leveraging IT, possesses a highly successful track record in Customer Relationship Management, Strategic Management and Scenario Planning. His unwavering dedication to leadership and management is reflected in his service as a member on various state and private boards.   Mr. Miller holds the designation as a Fellow of the Life Management Institute which demonstrates his in-depth knowledge and expertise in the field of long-term insurance management. Among his other accolades are Certified Anti-Money Laundering Specialist (CAMS) and Associate in Insurance Regulatory Compliance (AIRC).     The Data Protection Act and You Sarita Parsad is an Attorney-at-law who currently holds the position of Head, Legal & Compliance at Trinidad & Tobago Insurance Limited (TATIL) where she is responsible for all compliance related issues across T & T and Barbados. She has over sixteen (16) years’ experience in the industry and is versed in dealing with insurance regulatory matters and all issues pertaining to insurance property and casualty claims. Sarita who holds the ACAMS professional qualification, also provides her expertise on compliance education to the insurance industry as an active member of ATTIC’s FRAC Committee and the TTII’s Council of Trustees. Ms. Parsad is a highly qualified professional holding a Masters in Law Degree (LLM, Corporate and Commercial Law) from the University of the West Indies, a Master’s Degree in Business Administration (MBA) from Henley School of Business, UK, a Bachelor of Laws Degree (LLB) and an Advanced Diploma (ACII) from the Chartered Insurance Institute in the UK where she is a Member of the Society of Claims Professionals. She is currently enrolled in the Fellowship Program at the Chartered Insurance Institute and recently completed her MSc in Insurance and Sustainable Risk Management at Glasgow Caledonian University, UK.