Explain the best approaches when handling difficult calls.

Explain the best approaches when handling difficult calls.
It is important to remember know and remember that anger is a secondary emotion. This means that when the caller is upset, he or she is usually not mad at you, so don't take it personally.

Deal with the feelings first by showing understanding, providing feedback, and summarizing the situation.

Deal with the situation. Find out what the caller wants or needs. If it's not possible to do what the person wants, suggests alternatives. Share information. Agree with a solution and follow up with the caller if needed.