🎧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!

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