Staying Calm Basics
Trigger Troubles
Empathy & Language
Real Call Scenarios
Mental Reset Tools
100

What’s one benefit of staying calm on a call?

Ex: Builds trust)

100

What’s a common trigger for agents on calls?

(Angry customers)

100

What is a good empathetic phrase to use with a frustrated customer?

“I understand why you're upset.”)

100

What’s the first thing you should do when a customer is venting?

(Let them finish)

100

Name a breathing technique to calm yourself between calls.

Box breathing or deep breaths)

200

What’s the difference between reacting and responding?

Reacting: Lashing out in anger when someone criticizes you. 


Responding: Taking a moment to calm down before addressing a criticism, then offering a thoughtful explanation.


200

What should you not do when a customer starts yelling?

(Yell back or interrupt)

200

What word should you avoid using when blaming systems or policies?

Unfortunately,” — depending on tone)

200

A customer keeps interrupting you. What should you do?

Acknowledge, then ask to explain fully.

200

What’s one thing you can keep on your desk to remind you to stay calm?

Post-it with mantra or calming object)

300

What part of your voice reflects your emotional state the most?

(Tone)

300

What phrase might unintentionally make a caller more upset?

Calm down, Relax, Shut up

300

Turn this negative phrase into a positive one:

“That’s not my job.” (“Let me get you to the right person.”)

300

A caller is angry about a mistake you didn’t make. What’s your role?

Own the problem and help solve it.

300

How can taking short breaks between calls help?

Helps reset and avoid burnout)

400

What should you do before replying to an upset customer?

Pause, breathe.

400

What’s a subtle trigger that can build tension during a call?

Talking over someone)

400

What’s more effective than saying “I can’t do that”?

Explain what you can do to make the situation better.

400

A customer says, “You people always mess this up!” How do you defuse?

Use empathy, stay neutral, and redirect to a solution.

400

What’s the “3-second rule” before responding to a tough call?

Pause, breathe, respond.

500

True or False: Staying calm means being passive on the call.

(False)

500

How can you identify when you're getting triggered during a call?

Physical signs—tight chest, racing heart, etc.)

500

Why is repeating a customer’s concern helpful?

Shows you’re listening and builds rapport.

500

The call is escalating and going nowhere. What is your best next step?

Escalate to a supervisor or offer a callback.

500

What technique involves focusing on your senses to ground you in the moment?

(Mindfulness or grounding exercise)

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