🎧Upset Clients Insurance: How a CSR Expert Handles Customers with Confidence
In this episode of the Ridiculously Amazing Insurance Agent Podcast, we sit down with Stephen Harrington to uncover how insurance customer service representatives (CSRs) can masterfully handle upset clients while maintaining trust and professionalism.
Stephen shares actionable tips to help your CSRs become the calm in the chaos. Focusing on building relationships, not just solving problems. 🌟
✅What you’ll learn in this episode:
🧘♀️Why staying calm, confident, and empathetic is key
💬How to validate customer feelings without accepting fault
🤝The power of phrases like: “I completely understand why you’re frustrated; if I were in your shoes, I’d feel the same way.”
🔍How to use your agency management system to review account history effectively
📋Why setting clear, realistic next steps builds confidence and trust
🫶How being a CSR insurance expert means building long-term relationships, not just fixing immediate problems
Whether you’re a CSR yourself or you’re coaching your service team, this episode is packed with tips to help your agency thrive, even when customers are at their most frustrated.
👇Listen now and learn how to handle upset clients with confidence!
🔥 Check Out Our Latest Blog: How to Calm Customers Upset About Insurance Premium Increases with Proven Scripts
🎉 Get Your FREE Script to Unwind An Upset Client
🚀 Introducing Handling an Upset Client
📈 Ready to Take Your Agency to the Next Level? Book a Meeting with Agency Performance Partners for Tailored Strategies That Drive Real Success. Schedule Your Consultation Today! Book Now
🤝 We’re Agency Performance Partners; APP is your insurance agency’s best friend when it comes to training, strategies, brutal truth & tough love that’ll grow your agency with hugs & high fives along the way….just like a BFF. LEARN MORE
🚀 Book your slot now for our Q4 Live Virtual Training starting October 9, 2025, featuring Time Management, Leadership Development, and Sales Training!
