Original Air Date: Mar. 3, 2016

Webinar Summary

Many people don’t give any thought to how important their telephone interactions are to creating lasting client relations. A single phone conversation can tell a client how much you value his or her business. This interactive webcast invites participants to discover how to communicate with confidence, enthusiasm and knowledge.


Access to archived webinar recordings is FREE for Chubb Agents, Brokers and select Clients!

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During this webcast you will learn to make every contact count by:

  • Using the elements of communication to make a positive impression.
  • Listening for the main issue and understanding the impact it has on your client.
  • Asking the right questions to maximize problem solving and build trust.
  • Building relationships with language that encourages an open dialogue.
  • Paying attention to the smallest details of an interaction—for example, the greeting, transferring or putting a caller on hold, using the client’s name and closing the call with professionalism.


Account executives, account representatives, customer service representatives, administrative assistants, office administrators, executive assistants and any professional who uses the telephone to communicate on a regular basis.


Connie Kelly
Principal—CK Communications

Connie Kelly has facilitated, coached, and consulted with all levels in a variety of organizations for over 20 years. Her experience blends her skills in human resource management, planning, and the design and implementation of continuous learning programs with a solid understanding of business cultures.

With a down-to-earth and enthusiastic style, Connie’s common sense approach helps her clients realize the power within and to achieve a greater sense of confidence and capability. She brings warmth and vitality to each situation and inspires her clients to work from the inside out for greater success.

Connie has worked with executives and front-line associates in leadership development, customer service, communication skills, business writing, presentations, conflict management, and teambuilding. Her experience includes work with human resources departments, technical help centers, and sales. She has also presented short seminars on business etiquette, professional image, and strategic planning.

Connie has a Bachelor of Science degree in Journalism from West Virginia University. She is a certified yoga instructor and connects understanding the importance of body awareness and breathing for effective self-management in stressful situations. She is a member of the Society for Human Resource Management and the National Association of Professional Women.


Approximately one hour

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