If I asked you to describe your 3 toughest callers or situations could you do it?
Thought so. (You probably can give me names too, right?)
Thought for the day: Train your team on how to deal with those calls. If you don't give them some helpful phrases and a chance to practice then you are leaving up to them to 'wing it'.
Actors are great at improv but their goal is to entertain not build loyalty.
Shameless plug: Ward Certified Consulting has great webinars and training to help individuals and teams deal with challenging people and situations. It's fun training with lasting results.