One thing I believe that is helpful is that the call center should be patient to listen to customer’s request and should be able to solve it step by step and answer them kindly and clearly. It is neccessary to getting the customer’s trust.

To help your team maintain professionalism with challenging customers, provide training in de-escalation techniques, empathy, and active listening. Empower them with clear policies, a robust knowledge base, and decision-making authority to resolve issues efficiently. Encourage emotional intelligence, stress management, and regular breaks to support well-being. Offer real-time support during calls, recognize effective handling of tough situations, and use feedback to refine processes continuously.

It is important to not take it personally, even if a customer is shouting at you. Relax listen to the customer's problem, apologize on behalf of your company and smoothly pop in questions to get information that will assist to solve a problem. Explain how are you going to solve the problem,however you can refer a customer to a Senior person or a specific department if need be.

To help the team maintain professionalism when dealing with challenging customers, provide regular training on empathy, active listening, and de-escalation techniques. Encourage them to stay calm, focus on resolving issues, and avoid taking negative behavior personally. Support them with clear protocols and a stress management framework, while fostering a positive team environment.