Your mission for today, should you choose to accept it, is this: Spot-the-Emotion.
Here's how it works:
Make a list of common emotions your callers display: Frustration, Skepticism, Worry, Impatience, Relief, Confusion, Joy, Satisfaction…
Step 2: During the call, spot the emotion of the caller and check it off your list.
Step 3: Use this to reflect back your understanding of their situation.
For example: "I understand your concern and would be glad to help," "I appreciate your patience," or "You sound worried, let me see what we can do."
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