Staying Calm Basics
What’s one benefit of staying calm on a call?
Ex: Builds trust)
What’s a common trigger for agents on calls?
(Angry customers)
What is a good empathetic phrase to use with a frustrated customer?
“I understand why you're upset.”)
What’s the first thing you should do when a customer is venting?
(Let them finish)
Name a breathing technique to calm yourself between calls.
Box breathing or deep breaths)
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.
What should you not do when a customer starts yelling?
(Yell back or interrupt)
What word should you avoid using when blaming systems or policies?
Unfortunately,” — depending on tone)
A customer keeps interrupting you. What should you do?
Acknowledge, then ask to explain fully.
What’s one thing you can keep on your desk to remind you to stay calm?
Post-it with mantra or calming object)
What part of your voice reflects your emotional state the most?
(Tone)
What phrase might unintentionally make a caller more upset?
Calm down, Relax, Shut up
Turn this negative phrase into a positive one:
“That’s not my job.” (“Let me get you to the right person.”)
A caller is angry about a mistake you didn’t make. What’s your role?
Own the problem and help solve it.
How can taking short breaks between calls help?
Helps reset and avoid burnout)
What should you do before replying to an upset customer?
Pause, breathe.
What’s a subtle trigger that can build tension during a call?
Talking over someone)
What’s more effective than saying “I can’t do that”?
Explain what you can do to make the situation better.
A customer says, “You people always mess this up!” How do you defuse?
Use empathy, stay neutral, and redirect to a solution.
What’s the “3-second rule” before responding to a tough call?
Pause, breathe, respond.
True or False: Staying calm means being passive on the call.
(False)
How can you identify when you're getting triggered during a call?
Physical signs—tight chest, racing heart, etc.)
Why is repeating a customer’s concern helpful?
Shows you’re listening and builds rapport.
The call is escalating and going nowhere. What is your best next step?
Escalate to a supervisor or offer a callback.
What technique involves focusing on your senses to ground you in the moment?
(Mindfulness or grounding exercise)