It’s extremely useful to know in advance how potential agents will handle irate callers.

If you simply ask them, however, most applicants will claim they’d do all the right things. They’ll say things like “I’d actively listen to the customer’s complaint, take notes, and find a solution that complies with company policy.”

While the pressure of a job interview isn’t exactly the same as an angry customer on the phone, it’s worthwhile to simulate the situation and watch how candidates respond in a high-pressure situation. Consider writing a script ahead of time (using real quotes, if possible) from experiences your existing agents have had.