Communicate with a positive tone of voice

Use a notebook to keep track of conversations and formulate appropriate responses using your notes.

React with anger or get emotional

‘May I put you on hold for a moment?’ shows respect and gives control to your caller.

If you struggle to answer anything, lie to them

Whether you’re reaching out to someone or it’s the other way around, always introduce yourself first

Smiling while speaking on the phone makes a detectable difference in your tone of voice

Interrupt in between the conversation , to prove that you are right

Learn how to handle angry and abusive people.