Trainers' Commentary - Good Faith 'Recap' | Empower Development

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IF9 - Customer Service in Insurance

Before We Get Started

Welcome! (0:39)
IF9 - Introduction (0:57)
Learning Outcome Mind Maps
Unit Structure (0:27)
Share The Date
IF9 2026 Update
Refer a friend
Insurance Times

Chapter 1 - Excellent Customer Service in an Insurance Context

Introduction (0:17)
Customer Service (2:01)
Structure of the Insurance Market (6:39)
Good Faith (4:53)
Methods of Obtaining Material Information (1:02)
Artificial Intelligence (2:43)
Trainers' Commentary - Good Faith 'Recap' (5:35)
IF9 - Chapter 1 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 1 Round Up (2:10)

Chapter 2 - The Customer Experience

Introduction (0:11)
Customer Demands and Needs (2:09)
The Customer Experience (1:50)
Rules on the Provision of Information (5:11)
Complaints Handling (1:39)
Trainers' Commentary - Vulnerable Customers (1:46)
IF9 - Chapter 2 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 2 Round Up (2:29)

Chapter 3 - Attracting and Retaining Customers

Introduction (0:14)
Attraction and Retention of Customers (2:03)
Customer Behaviour and Influencing Factors (2:39)
Relationships with the Customer (4:11)
Defining Stakeholders (1:08)
Environmental, Social and Governance (2:54)
IF9 - Chapter 3 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 3 Round Up (4:08)

Chapter 4 - Use and Importance of Customer Feedback

Introduction (0:16)
Collecting and Using Customer Feedback (4:31)
Data Protection (2:40)
Data (Use and Access) Act 2025 (0:26)
Principles of Storage and Disposal of Documents (1:47)
Trainers' Commentary - Data Protection (1:38)
IF9 - Chapter 4 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 4 Round Up (1:35)

Chapter 5 - Good Communication

Introduction (0:10)
The Communication Process (1:44)
Barriers to Communication (2:39)
Various Methods of Communication (2:18)
Written Communication (2:05)
IF9 - Chapter 5 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 5 Round Up (2:17)

Chapter 6 - Communication Skills

Introduction (0:13)
Call Structure and Features (5:15)
Challenging Calls (1:35)
Non-verbal Communication (2:20)
IF9 - Chapter 6 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 6 Round Up (2:28)

Chapter 7 - Dealing with Conflict

Introduction (0:16)
Conflict and Negative Responses (2:33)
Diffusing Conflict (1:38)
Transactional Analysis (1:28)
IF9 - Chapter 7 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 7 Round Up (4:35)

Chapter 8 - Keeping Records, Managing Workloads

Introduction (0:16)
Keeping Accurate Records (2:52)
Personal Workload and Time Availability (1:21)
The Seven Habits (4:22)
IF9 - Chapter 8 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 8 Round Up (2:31)

Chapter 9 - Working as an Effective Team

Introduction (0:15)
Effective Teams (2:20)
Tuckman’s Five Stages of Team Development (1:19)
Belbin’s Team Roles (2:08)
Sharing Information (1:16)
The Individual Within the Team and Referrals (3:08)
IF9 - Chapter 9 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 9 Round Up (2:23)

Chapter 10 - Service Policies and Selling

Introduction (0:22)
The Insurance Distribution Directive (IDD) (1:51)
Advised and Non-advised sales (2:36)
The Sales Process (4:11)
IF9 - Chapter 10 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 10 Round Up (2:34)

Chapter 11 - Increasing Sales Activity

Introduction (0:16)
Information to Support Sales (4:05)
Developing Customer Loyalty and Retention (0:54)
Trainers' Quirks - Consumer Rights Act 2015 (1:49)
IF9 - Chapter 11 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 11 Round Up (1:38)

Chapter 12 - Regulatory and Legal Requirements

Introduction (0:11)
The Regulators (1:51)
The Regulations (7:18)
SM&CR (3:24)
Complaints and the FOS (3:08)
Consumer Duty (3:32)
IF9 - Chapter 12 - Knowledge Bolster
Test Your Knowledge
Checklist
Chapter 12 Round Up (1:38)

Additional Support

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Accelerate your Revision (47:54)
Accelerate your Revision - Audio Only
ACII- Completing Your Advanced Diploma (8:09)
ACII- Completing Your Advanced Diploma - Audio Only
Taking Your Exam – What you Need to Know
Maslow’s Hierarchy of Needs
PRIN Poster
CII Practice Exam Paper - Based on the 2022 syllabus examined from 1 January 2022 until 31 December 2022
IF9 - What You Need To Know (82:48)
CII Practice Exam Paper - Based on the 2023 syllabus examined from 1 January 2023 until 31 December 2023
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Trainers' Commentary - Good Faith 'Recap'

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