Customer Centricity in Customer Advisory Services - Understanding and Retaining Customers

Customer Centricity in der Kundenberatung – Kundinnen und Kunden verstehen und binden
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Total time 65 minutes

In this e⁠-⁠training, participants learn to put their customers in the focus of their professional actions and to internalise an all-encompassing customer centricity. The course teaches participants how to better understand their customers with the help of the customer journey and how to enthuse them for their insurance products. Central prerequisites for long-term customer loyalty are also addressed, as are the opportunities of successful complaint management to increase customer satisfaction.


Target group

  • Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.

Learning objectives

  • Putting the wishes and needs of the customers at the centre of customer advice

  • Contributing to the customer centricity of insurance distribution

  • Understand the different needs of clients during the counselling process.

  • Inspiring customers with solutions that meet their needs

  • Build and maintain a long-term relationship with clients

  • Manage customer complaints efficiently


Continuously optimizing
Working in a customer-oriented manner
Analyzing situations
Taking a goal-oriented approach
Taking on responsibility
Getting involved

Authoring tool



Animated illustrative videos
Enacted scenes
Transfer tasks
Key messages
Knowledge Check
Interactive elements
Moderated video lectures
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