Dealing With an Upset Client

5 Ways to Deal with an Upset Client

As an insurance agent, it’s just a matter of time before you’ll have to deal with an upset client. Keep calm and don’t take things personally. Often clients are upset because of a miscommunication. If the issue is not handled properly, you could end up with a negative review or even worse. Here are 5 ways to help deescalate an upset customer.

  1. Stay calm

It’s never okay to lose your cool or your professionalism. It’s shocking when a client is suddenly upset with you or your agency. Whether you are interacting in person, over the phone, or online, do your best to hear the client out while maintaining a calm, professional attitude.

  1. Listen

A calm demeanor and strong eye contact shows that you are listening. An upset client can sometimes behave irrationally. Paying attention to what they are saying can help you find out what went wrong and caused them to become so angry or upset.

  1. Sympathize

We all know what it’s like to be upset or not have things go the way we planned. Help the client understand that you hear their concerns and realize they are in an unpleasant situation. Consider making sympathetic comments such as, “that must have been very upsetting” or “I understand why that would upset you.”

  1. Find a solution

This is the step where you let the customer know whether or not you can do something about their situation. Stay positive and keep the client focused on the facts of their situation. When you suggest a solution, be sure to provide specifics such as, “I will speak to my supervisor this morning and call you back no later than 3 p.m.”

  1. Take ownership

Apologize to the client. Period. Even if you or your agency did nothing to cause the problem, it is important to calm the client and let them know that you regret that the incident happened. This is important for client retention, and it’s simply the right thing to do. Try saying something like, “I’m sorry that this was an inconvenience for you, and I will do my best to ensure this issue doesn’t happen again with you or anyone else.” That shows that you will try to make a difference and prevent the situation from occurring with another customer in the future.

Always take your time when speaking with clients about new policies or policy renewals in order to minimize the possibility of miscommunication. Be sure to ask them if they would like to review anything again or have any questions. Miscommunication can lead to an upset client later down the road, so be sure to convey that you want to help them understand their coverage and you are available if they have questions at any time in the future.


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