A Card Holder calls in and immediately starts yelling at you about their bill.

Wait for the Card Holder to pause, you respond “I can help you, but I need some information”

Interrupt the Card Holder and let them know you can’t help them if they continue to yell at you.

Wait for the Card Holder to address you, once done you respond, “I can tell this situation has upset you, let’s get to the bottom of this together”