See what your work reveals when the job gets hard.
The CSR Hard Parts Self-Check helps you examine a few recent moments in your own work: where your professional habits are holding up, and where pressure may be changing how you respond.
Built from more than 25 years in the insurance industry, primarily in the CSR role. A companion to 5 Hard CSR Moments and How to Handle Them.
- 01Five professional practicesEach with a clear standard and two evidence questions about your recent work.
- 02An honest ratingConsistent, Developing, or Not observed, based on what actually happened.
- 03One habit to practiceA specific when-and-action plan, with a one-week review.
Get the Self-Check
We will email the PDF to you right away.
We use your information to send the Self-Check and related CSR development resources from The Insurance Reset™. You can unsubscribe at any time. Privacy Policy
Five professional practices, measured against your own recent work.
Each area gives you a professional standard and two evidence questions. You look at what actually happened, not what you intended.
Give Yourself a Moment Before You Answer
Your first reaction does not do all the talking.
Find the Question Underneath the Emotion
You respond to the right issue, not just the loudest part of the story.
Be Warm, but Don’t Promise What You Can’t Promise
Your reassurance never goes further than what you have verified.
Protect the Details When the Day Gets Noisy
Accuracy holds up even when the service environment keeps interrupting you.
Use Your Resources and Bring In the Right Person
Professional confidence means verifying and following through, not having every answer ready.
Three pages. One specific habit.
Look at the work
For each practice, review a recent interaction you can remember accurately, then answer the two evidence questions.
Rate what you observed
Mark each area Consistent, Developing, or Not observed. Not observed only means you need a clearer example.
Turn it into one habit
Choose one focus area, write a specific when-and-action habit, and review it after one week.
Who it is for
Insurance CSRs who want to handle the hardest moments of the role with sound judgment. Experienced CSRs will find it sharp enough to be useful, and newer CSRs will find it clear enough to start with.
What it is not
A formal assessment. It does not evaluate technical competence or job performance, and it does not replace your agency's procedures, carrier guidance, or decision-making authority.
Your privacy
Your responses stay with you. The worksheet never asks for customer names, policy numbers, or account details, and nothing you write is sent anywhere.
“Agencies train the technical and procedural side of the job. The Insurance Reset™ develops how professionals handle the work, especially when pressure, judgment, communication, boundaries, accuracy, and discernment matter.”
Christy Hammond, Founder, The Insurance Reset™
Licensed P&C insurance professional with more than 25 years in the insurance industry, primarily in the CSR role.
Get the Free Self-Check