How to Train Insurance Customer Service Teams to Unwind Upset Customers

🔥 In this episode of the Ridiculously Amazing Insurance Agent Podcast, Kelly Donahue-Piro shares practical strategies to help your team confidently handle even the most difficult client calls.

As an independent insurance agent, you know how vital it is to keep customers happy — even when they’re upset. But are your CSRs truly prepared?

✅ Here’s what you’ll learn:

📝 How to create scripts that guide conversations while letting team members sound authentic

🎭 Why role-playing works — and how to practice tough scenarios in a safe, supportive way

🎧 How to use recorded calls (good & bad) as powerful teaching tools

💡 Kelly reminds us: training your team may not always be fun, but it works. You’ll also hear tips on where to find helpful script booklets and role-play videos to get started.

👂 Tune in now and take the first step to building a confident, customer-first team that turns tough calls into loyalty.

👇 Don’t forget to like, subscribe, and share with other independent agents who want to elevate their customer service game!

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