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| Angry Caller |
• Do not interrupt him, let him finish the whole thing first
• Do not show off or act smart
• Do not say, "you are wrong"
• Empathize with him
• After he has finished, if appropriate, you may use the expressions like: I am sorry for the inconvenience or I appreciate what you are saying and in your place I would have been upset too
• You should be good in your area of work and investigate about his complaint or problem and solve it
• If you cannot solve immediately, tell him the process of solving the problem and how much time it would take to solve
• Do not mislead him
• Call him back when you have the solution/information and give him that communication at the earliest possible; this feedback is important
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