3 Step Plan to Handle an Emotional Caller

It’s happened to all of us: You get a phone call from someone who’s too upset to listen to reason.


Deal with even the most emotional callers using a three step action plan:

1. Stay calm. Keep up your polite demeanor so the caller won’t become more hostile.
2. Show empathy. Use phrases like “I Understand” and “I’m sorry to hear that” to soothe angry feelings.
3. Offer a solution, within reason. Do what you can to help the person, but only make promises you know you can keep.


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