aries2756 –
“The best way to handle rude callers is to tell them “if you need a few minutes to calm down I can put you on hold and get back to you”. No one wants to be put on hold so that should stop them in their tracks. Once they stop talking you can say, “please don’t raise your voice at me. If you can calmly tell me what your issue is, I will understand you better and help figure out how to help you or to whom I should forward this call.”
I don’t know if your advice is good for customer service, but I think it’s great advice for someone who has an abusive spouse, either man or women.