Handling Rude or Angry Callers

One of the hardest, and somewhat scariest, situations a telephone operator can handle is a rude or angry caller. Every company has them and any person that answers a company phone will encounter them at some point.
Listen closely to what the customer is saying, instead of paying attention to the anger behind their words. If you listen actively to the words they are saying, you can easily determine what is making them so upset and how to resolve the problem, instead of just trying to comfort them and defuse the situation.