When it comes to delivering unforgettable customer service, what you say is important — but how you say it matters even more. In our latest episode of the Ridiculously Amazing Insurance Agent Podcast, Kelly Donahue-Piro dives into one of the most overlooked Customer Service Phone Tips: mastering your tone. Insurance interactions can often be emotional or stressful for clients, which is why tone can make or break the entire experience.
Tone shapes your client’s perception of your agency from the very first “hello.” Even the right words can come across as cold, rushed, or uninterested if the tone doesn’t match the message. That’s why insurance professionals must focus on sounding warm, present, and genuinely willing to help. When your voice conveys confidence and kindness, clients feel valued — and that builds long-term loyalty.
In the episode, Kelly explains how authenticity is your superpower. Clients can sense when someone is being “salesy,” scripted, or robotic. Instead, aim for natural, friendly communication that shows you care. A simple smile can even change your tone, making it brighter and more engaging over the phone.
Here are key takeaways from this powerful discussion on Customer Service Phone Tips:
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Tone impacts client trust more than words alone.
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Authenticity beats robotic scripts every time.
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Warm, conversational communication builds strong client relationships.
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Managing emotions is essential — stressed tone equals stressed clients.
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Shift from transactional to relational conversations.
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Use tone intentionally to create WOW moments on every call.
Kelly also shares helpful insights from her WOW Customer Service course and the 2026 Strategic Planner, giving agents tools to elevate every client interaction.
Whether you’re leading a team or taking calls yourself, remember this: great service isn’t just about solving problems; it’s about making clients feel heard, respected, and supported. Tone is your most powerful tool — use it well.
👉 Listen to the full episode and learn how to win every call with your voice!
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