At no time should a front–line operator become confrontational with a caller. Operators should be aware that there are options to handling difficult situations. It is your job to help. Here are a few ways to do that:

• Every agency should have a problem solving methodology for calls, letters, and emails. This process should be clearly identified and understood by all employees.
• Identify a process for helping call takers handle difficult calls (i.e. notify the supervisor, and the call will be handled or returned immediately).
• Identify an experienced person to deal with escalated situations. This person should be knowledgeable about the organization, have experience in customer relations, and be empowered to make decisions.