How do you manage your emotions and stress when dealing with difficult or demanding callers?

2 Stay calm and polite

The second step to managing your emotions and stress is to stay calm and polite throughout the conversation. You may feel tempted to react defensively, argue, or raise your voice, but this will only escalate the situation and damage your reputation. Instead, you should use a calm and confident voice, avoid interrupting or criticizing the caller, and use positive and courteous language. You should also avoid taking the caller's words personally, as they are not directed at you as an individual, but at the situation or the company. Remember that you are representing your organization and your role is to help the caller, not to win an argument.

3 Follow the protocol

The third step to managing your emotions and stress is to follow the protocol for handling difficult or demanding callers. Depending on the nature of the call, you may need to follow certain steps or procedures to resolve the issue, such as transferring the call, escalating the complaint, or offering a refund or compensation. You should always inform the caller of what you are doing and why, and confirm their agreement or consent. You should also document the call and any actions taken for future reference. By following the protocol, you can ensure that you are complying with the company's policies and standards, and that you are providing a consistent and fair service.

4 Set boundaries and limits

The fourth step to managing your emotions and stress is to set boundaries and limits with the caller. Sometimes, you may encounter callers who are abusive, threatening, or unreasonable, and who refuse to cooperate or accept your solution. In these cases, you need to protect yourself and your dignity, and assert your rights and responsibilities. You can do this by setting clear expectations and consequences, such as warning the caller that you will end the call if they continue to swear or insult you, or that you will not be able to help them if they do not provide the necessary information or evidence. You should also know when to escalate the call to a supervisor or manager, or when to report the call to the authorities if necessary.

5 Take a break and debrief

The fifth step to managing your emotions and stress is to take a break and debrief after the call. Dealing with difficult or demanding callers can be emotionally draining and stressful, and you need to take care of your mental and physical health. You can do this by taking a few minutes to breathe deeply, relax your muscles, and clear your mind. You can also talk to a colleague, a friend, or a supervisor about the call, and share your feelings and thoughts. This can help you release some of the negative emotions and gain some perspective and support. You should also celebrate your achievements and successes, and recognize your strengths and skills.

6 Learn and improve

The sixth step to managing your emotions and stress is to learn and improve from the experience. Dealing with difficult or demanding callers can be a valuable opportunity to enhance your phone etiquette and customer service skills. You can do this by reflecting on the call and identifying what went well and what could be improved. You can also seek feedback from your supervisor, your peers, or the caller themselves, and use it to improve your performance. You can also look for training opportunities, resources, or best practices that can help you develop your phone etiquette and cope with challenging phone situations.