Telephone Etiquette

End courteously. Since you are the one who initiated the call, you will want to bring the call to a courteous conclusion.
Dealing with Difficult Callers
When you are dealing with people on the telephone, someone may act as though you are the one responsible for all the problems he or she has experienced for the entire day. Callers such as these will give you the opportunity to practice your good communication skills, perfect your professional attitude, and develop the habits of a goodwill ambassador.
You must address their complaints without allowing hard feelings to escalate. Callers who have a problem, real or imagined, with a company often look for an opportunity to vent. Do not be a participant in an angry exchange. You will only fuel the anger, sarcasm, or condescension. The following techniques are recommended for properly addressing situations that may arise with irate, abusive or condescending callers:
Acknowledge the person by name, or ask for his or her name if not given.
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