“Three keys to handing difficult callers are professionalism, positive attitude, and knowing your policies.”

Calls from difficult callers are not uncommon. Various techniques must be used to obtain information from each type of caller, but there are some basic principals that will ensure the proper handling of these types of calls.

One of the most important techniques in dealing with difficult callers is to gain, and maintain, control of the call. Without control, the telecommunicator will not be able to obtain the information necessary to send help. Control can be obtained by using a calm tone and using repetitive persistence.

Next, despite the caller’s attitude, the telecommunicator should remain professional and polite. It is never acceptable to be argumentative with the caller, as this will only further deteriorate the call. Some callers may simply want to vent; the telecommunicator should try to determine what, if anything, they can do to appease the caller or meet their needs. Always remain calm, and don’t take the caller’s comments personally. This will require patience and understanding.

Lastly, it is important for telecommunicators to know their policies and procedures for dealing with difficult callers. Ideally, agency policies and procedures will help guide the telecommunicator in processing calls from difficult callers. If the telecommunicator remains positive and professional, and is a voice of authority, the caller will be easier to manage and the pertinent information will be easier to obtain.

Covered by Tina Chaffin