Calls can sometimes be stressful and anxiety-inducing, so having self-control and emotional regulation — even when a customer doesn’t — is vital.
You will need to remain calm even when attacked, positive when faced with pessimism, and professional when a customer gets personal.
Try to promote progress in the call and if a customer is abusive, you are able to respectfully end the call and report them. But, The consequences of losing your self-control when interacting with a customer may be irreparable. So, make sure you breathe and take appropriate breaks when you need them!