With my experience in working in the claims department, there were a lot of challenging clients that we had to deal with as far as them being angry with the claim or their accident. As far as handling that, I will just stay calm and make sure that I can help them as much as possible. And if I can't find any help then again go to co-workers or supervisor to see what would be the best solution for them to make sure that they are calm and satisfied by the end of the phone call.