"I heard my colleague on the phone, and she was struggling from the very beginning. I could hear the agitation in her voice 30 seconds into this call. I couldn't hear what the caller said, but I could hear her frustration. After the call ended, I asked her what happened. She said the caller was rude and upset, and she felt hurt by what he said. I talked with her about some ways to handle upset customers and about listening and staying calm. She said she knew that, but I told her that her frustration was apparent. She seemed a little off-put for a few days, but later in the week, she thanked me for being honest with her."

"We were listening to some calls as a group to learn from each other. I noticed that people have a hard time speaking up when we are in these situations, but I try to find one positive and negative thing about each call and how the representative handled it. I'm not afraid to voice my opinion, and I know it will help not only the rep who dealt with that caller but the whole team."