October 22, 2025, 2:00 - 4:00 PM
Please join us for a two-hour webinar on October 22 from 2:00pm-4:00pm.
* Special thanks to Intact Insurance for sponsoring this session. *
Empathetic Firmness
Providing the highest possible levels of customer service in the insurance industry requires a balance between the ability to be firm when required but to do so with empathy, consideration, and sensitivity. Stephen Franklin calls this balance empathetic firmness. Learn how to incorporate and balance these elements into every customer conversation.
Presenter: Stephen Franklin
Stephen P. Franklin specializes in corporate staff and leadership development, and in individual professional and career development.
Steve has taught and coached Professional Development Programs for more than 30 years, currently in his own practice featuring a number of training programs which he has created. Over the last 3 decades plus he has helped thousands of individuals with their professional development with his various programs. He has worked extensively with the Insurance Industry, delivering programs for many of the Insurance Institutes and Insurance Brokers Associations across the country.