Making effective phone calls to insurance customers

Effektiv mit Versicherungskundinnen und -kunden telefonieren
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Total time 80 minutes

There are a number of challenges to overcome when dealing with customers on the phone. The e⁠-⁠training explains how to use one's own voice professionally on the phone, how to prepare customer phone calls in the best possible way and which techniques are particularly important for customer-oriented telephone conversations. There are also tips for dealing with complaints and for convincing rhetoric in telephone conversations with customers.


Target group

  • Intermediaries and advisors who are active in the distribution of insurance products and employees who assist in the mediation or provision of advice.

Learning objectives

  • Know the typical challenges that arise when contacting customers in the insurance industry by telephone.

  • Using your own voice convincingly and authentically on the phone

  • Plan and prepare telephone calls with insurance customers

  • Guide the clientele professionally through telephone conversations

  • Dealing with complaint calls in a customer-oriented and confident manner

  • Use rhetorical techniques to convince customers of the insurance offers and to advise them in a customer-oriented manner.


Focusing on customer satisfaction
Asserting yourself
Managing your own time
Getting a grip
Providing clarity

Authoring tool



Animated illustrative videos
Key messages
Knowledge Check
Transfer tasks
Interactive elements
Moderated video lectures
Enacted scenes
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