Managing phone rage

If a caller becomes abusive, warn the caller that if they continue their call will be terminated. Never hang up without advising them that this is the next course of action you will take.
Know when to end a call - sometimes people habitually expect to be on the phone for a long time.
You should explain that they can only spend a certain amount of time on the phone and before that time expires summarise the call and warn the caller that you will have to go in a few minutes.
If a difficult call or customer has upset you, talk to your colleagues or your manager. Everybody is in the same boat. Staff will be sympathetic, and might even have some tips on how they have dealt with similar confrontations in the past.
But don’t bottle things up!