Holdfast Insurance Brokers Customer Service Training

Welcome to the Holdfast Insurance Brokers Customer Service Training Course.

The course will take you around 30 minutes to complete. At the end of each unit there is a short quiz. Pay attention as you're reading and watching and the answers will be a breeze. 

If you need to take a break during the course, that's ok to. Just click the 'take a break' button in the top right corner and it will remember where you're up to.

Your answers will be stored and course completion logged.


How do we do Customer Service at Holdfast?

Holdfast Insurance Brokers. Great Service.

We make choices that build relationships

Every Interaction Is An Opportunity

Business is built on relationships and trust. At Holdfast Insurance Brokers we know that each interaction we have with our clients builds the relationship. With every email, phone call and face to face interaction we make positive choices that build relationships.

Holdfast Service Standards


  • We communicate clearly and concisely
  • We minimise the use of 'jargon'
  • We ensure that written communications are free of errors
  • We understand that how we communicate impacts the relationships with our clients

Time Management

  • We get back to our clients within 24 hours
  • We acknowledge their time is valuable
  • We follow through and do what we say we'll do


  • We work with our team to achieve the best outcome for our clients
  • We look for opportunities to to exceed our clients expectations 
  • We acknowledge that purely social situations can become business opportunities instantly and we're prepared for that.

Personal Standards

How you present yourself reflects on Holdfast as a business. It's important that your personal presentation is always neat and appropriate and your behaviour professional. Below are some key tips to keep in mind.

Setting The Tone For Success!

You never know what opportunities might present themselves and when. To give yourself the best chance of success review the tips below.

24/7 Professional Recap

Your actions outside of work can have a direct and immediate affect on not only your career but also the reputation of Holdfast Insurance Brokers. It's important to remember that how you behave at work social functions reflects on you and the business. Keep in mind the principles of Consideration, Respect and Honesty and use these to guide your interactions.

What Should I Wear Today? - Ladies

Presentation Matters!

If people focus negatively on your appearance, actions or words, then your image needs polishing.

Taking pride in your presentation shows that you respect yourself, your colleagues and your customers. It's important that you present yourself in a professional manner as this instills confidence in customers. 

From the images below select the most appropriate style for Holdfast Insurance Brokers.

What Should I Wear Today? - Men

Presentation Matters!

If people focus negatively on your appearance, actions or words, then your image needs polishing.

Taking pride in your presentation shows that you respect yourself, your colleagues and your customers. It's important that you present yourself in a professional manner as this instills confidence in customers. 

From the images below select the style that isn't appropriate for Holdfast Insurance Brokers.

Service Expectations Test

  • It's ok to send out an email with spelling and grammatical errors.
  • Insurance jargon and acronyms should be included in emails as it shows the client I'm really smart and I know what I'm talking about.
  • How we communicate with clients impacts their opinion of Holdfast Insurance Brokers.
  • Swearing at clients is not acceptable.

Service Expectations Quiz cont

We get back to clients 

We acknowledge their  is 

We through and do 

Holdfast Core Values

Holdfast Values

In essentials, Unity; In non-essentials, Liberty; In all things, Values.

So what does this quote mean? 

In the essentials of our business we are united. In the non-essentials we have the liberty to make our own decisions. And in all things we use our values to guide us.

It means that we don't have to be clones who do things exactly the same as the person next to us. It means that we trust in our skills, knowledge and maturity to make decisions that are best for the business and for our combined success. Underpinning all these decisions are our values. 

The values chosen by the Holdfast Team.

Let's look at why they're important and how we can put them into action.

Holdfast Insurance Brokers Values

Holdfast Insurance Brokers Values






What do the values actually mean?

Honest - We are honest with ourselves, each other and our customers.

Reliable - We do what we say and we own what we do.

Respectful - We consider each other and our customers and make choices that contribute to our success.

Professional - We conduct ourselves with maturity and work with knowledge and confidence every day.

Friendly - We are approachable and accessible.

How Do The Values Contribute to Success? 

The values act as road signs that keep us on the right track. Sometimes it's easy to lose sight of where we're headed. The values differentiate us from our competitors and give our customers consistency. They remind us of what is important to us as individuals and as a business. 

Putting the Values into Action

How will you use the values to create great experiences for your clients? Explain what you will do to put the values into action with your customers. For example - 

Reliable. If I tell my client I will do something then I'll do it within the timeframe I gave them.

Answer below how you will put each value into action.






Emotional Intelligence and Customer Service

What Is Emotional Intelligence?

Definition - Emotional Intelligence

Emotional Intelligence (EI) is the ability to accurately perceive your own and others' emotions; to understand the signals that emotions send about relationships; and to manage your own and others' emotions. 

John D. Mayer, HBR Guide to Emotional Intelligence 

5 Components of Emotional Intelligence

In 1998 Daniel Goleman introduced a framework of five components of emotional intelligence. The 5 components outlined in the table below allow individuals to recognise, connect with and learn from their own and other people's mental states. Goleman's approach is a helpful way to start building an understanding of emotional intelligence.

Why is Emotional Intelligence an important skill?

Being aware of your emotions and having the ability to recognise others' emotions allows you to communicate clearly and authentically. In times of conflict, with a colleague or customer, being able to recognise your emotions and theirs will help you to resolve the situation. 

Developing your emotional intelligence skills will help you build and maintain good relationships with your colleagues and customers. See the tips below on how to develop your emotional intelligence

Tips on developing Emotional Intelligence 

  • Take notice of your emotions
  • Practice Active Listening techniques
  • Use empathy 
  • Be responsible for your reactions
  • Aim to find common ground

Using Emotional Intelligence to resolve conflict

  • Keep your emotions in check 
  • Listen to identify the emotions of others and to ascertain what the problem is
  • Put yourself in their situation
  • Work to find a mutually beneficial outcome/ solution for both parties

Emotional Intelligence Quiz

  • The ability to recognise and understand your moods, emotions, and drives, as well as their affect on others.
    Self Awareness
  • The ability to control or redirect disruptive impulses and moods. The propensity to suspend judgement - to think before acting.
    Self Regulation
  • A passion to work for reasons that go beyond money or status. A propensity to pursue goals with energy and persistence.
  • The ability to understand the emotional makeup of other people. Skill in treating people according to their emotional reactions.
  • Proficiency in managing relationships and building networks. An ability to find common ground and rapport.
    Social Skill

Conflict Resolution

Active Listening

Active Listening is the first step in resolving conflict.

In the first instance of a customer being dissatisfied and expressing this to you, it is critical that you engage your active listening skills. Active listening enables you to get to the heart of an issue and quickly formulate a solution based on the issue presented.

How to be an Active Listener

  1. Pay Attention - Listen to what the customer is saying. Do not interrupt, talk over or hurry them.
  2. Ask open-ended questions- This will help you get to the facts. For example; how would you like me to help you?
  3. Notice Emotions- Be aware of the emotions of the customer and keep your emotions in check.
  4. Paraphrase- Repeat back the key points using different words. This helps to achieve clarity in the situation.
  5. Clarify- Seek clarification on any points you're unclear on.
  6. Summarise- Repeat back the points made by the customer.


Emotions and Conflict

In a conflict situation emotions are running on overdrive. Using your emotional intelligence, start to identify and label the emotions that you feel and what you're recognising in the other person. 

Being able to recognise what you're feeling will help you work towards resolving the situation.

Once you're able to identify your emotions you can make a decision on how best to handle the conflict situation. For example, if you're feeling angry then it's a good idea to take a break and give yourself an opportunity to calm down. If you're feeling unsupported then reach out to someone and ask for support in dealing with the situation. In the instance of feeling powerless, look at what you can do to resolve the conflict.

Your reaction is your choice. Make a decision to remain calm and stick to it. It may mean that you have to step away from a conversation to regain your composure. 


What is Empathy?

empathy n. the ability to understand and share the feelings of another.

Empathy is vital to conflict resolution. Being able to put yourself in someone else's situation and imagine how it may feel for them is key to resolving conflict. Just because you may feel differently or not agree with them doesn't make what they're feeling any less real.

To be empathetic does not mean that you have to agree with the customer's feelings or behaviour , but that you can understand them.

How to be empathetic with your customers in times of conflict.

It is easy to become blasé in situations that you deal with on a daily basis and potentially lose touch with how it may be for a customer. For example, a customer needing to claim on their car insurance because they've had an accident. The claims department would deal with this on a regular basis but it may be the first time the customer has ever had a car accident. What the customer is feeling and experiencing is very different to what the claims officer may be feeling. 

Being able to apply empathy to each and every situation by putting yourself in the customer's shoes is important in resolving conflict. 

Finding a Solution

Solving the Problem

Use the LEAP method to work through the situation and towards providing the customer with a solution.

  • Listen
  • Empathise
  • Apologise
  • Problem Solve

Click on the i on each letter to learn more about the LEAP method.

It doesn't always work out and that's ok.

When dealing with customer conflict sometimes it's not possible to find a solution. This can be because of the customer not wanting to negotiate or the solution they want isn't possible. It may also be because there isn't a solution to the problem. 

Despite best intentions, there are times that a grievance cannot be resolved. In this instance what is most important is that you try to help them. Customer loyalty and advocacy can be built just as effectively by showing the customer that you care and that you're trying to help them. Conflict situations with customers are an opportunity to turn a bad experience into a good experience. 

What Not to Do

The Don'ts of Conflict Resolution

So we've been through the positive steps we can take to resolve conflicts. Now let's take a look at what NOT to do. Enjoy!  


Move the answers up or down so they are in the correct order.

  • Listen
  • Empathise
  • Apologise
  • Problem Solve

True or False Knowledge Test

  • All conflict is bad and should be avoided at all costs.
  • Being empathetic doesn't mean that you have to agree with the customer's actions but that you can understand them.
  • Active listening is listening in your active wear.
  • It is important to mirror customers emotions. If they yell, you yell.
  • Being aware of your own emotions is very important.
  • It's ok to handball a conflict to someone else because you don't want to deal with it.

Active Listening Test

Move the 6 below answer options onto the flow chart by clicking and dragging. Matching the words up to complete the flow chart.

  • Attention
  • open-ended
  • emotions
  • phrase
  • Clarify
  • Summarise