INTERVIEW SIMULifficult 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 summarizeATION - You are being interviewed for a Help Desk position. You are asked to explain in your own words the difference between call management vs. caller management. You realize they're referring to incident management vs. user management covered in Chapter 2, so you happily tell the interviewer the following