ifficult call is one that requires special handling strategies. The challenge for a support specialist is to transform a difficult call into a successful one. Match the caller to the handling strategy as mentioned in lecture. Question 3 options: Abusive Callers who complain Won't stop talking Get off track Won't talk Upset or angry Power Users 1. Listen 2. Be inclusive 3. Try to refocus 4. Let them vent 5. Terminate call 6. Rephrase questions 7. Thank and summarize