What makes challenging callers so darn challenging?

Many times the real reason that caller is hard to handle is because they intimidate us or make us nervous. 
Why? Because they yell, talk fast, use demanding language or use our trigger words i.e.  “you people!
Tip: Act like you can handle it and you can!
Standing up as they talk.  Standing is a more powerful pose than sitting.  It will make you feel more confident.
Saying something to yourself as they talk.  “I got this!”

Remembering that you have the ability to help. You’ve helped many callers before so focus on listening to determine the facts.  Writing down the details of their story can help keep your thoughts focused on those facts.
Basking in your success.  After the call has been completed, take a moment to congratulate yourself and appreciate what you did well.