Confidence on the phone


Hi everyone. I’m on my training period and sometimes i get calls from rude people.
Yesterday for example, i didn’t understand what he wanted, i thought it was something completely different, he got irritated and asked for me to call the supervisor/team leader. First time this happened. Does this happen often? I got embarrassed.

Most of the time i am confident on the phone, but when customers get angry or say something rude or scream at me, i get nervous and they can tell by my voice. I know they’re on the phone and can’t do anything to me, but i still get anxious to the point where my tone changes naturally and shows i’m insecure. Is this normal? Anyone got any advice on how to react in these situations, what to say?

Thank you.

Edit: thank you all for your opinions and helpful advice!


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