---
title: How to Handle an Emergency Call Gracefully
description: Here are a few tips to handle emergency calls with grace.
image: https://www.abetteranswer.com/hs-fs/file-4166349295-jpg/blog-files/a-better-answer_blog-header_handle-emergency-call-gracefully.jpg
---

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# A Better Answer Blog

## How to Handle an Emergency Call Gracefully

by [Jessica Brown](https://www.abetteranswer.com/blog/author/jessica-brown), on Mar 5, 2015 6:43:26 AM

[![a-better-answer_blog-header_handle-emergency-call-gracefully](https://www.abetteranswer.com/hs-fs/file-4166349295-jpg/blog-files/a-better-answer_blog-header_handle-emergency-call-gracefully.jpg?width=800&height=240&name=a-better-answer_blog-header_handle-emergency-call-gracefully.jpg)](https://www.abetteranswer.com/hs-fs/file-4166349295-jpg/blog-files/a-better-answer_blog-header_handle-emergency-call-gracefully.jpg)

In the world of customer service and call centers, every single phone call is different. The person answering the phone must be prepared for all manner of personality, challenges and temperament when the call begins. An emergency call can be especially challenging if the call agent is not prepared. Here are a few tips to handle emergency calls with grace.

 

### Listen

First and foremost, listen to the person on the other end of the receiver. Take note of not only their words, but how they are speaking. Are they having difficulty speaking English? Is it time to bring in assistance from a bi-lingual call handler?

Does the caller sound rushed? Do they sound angry or frustrated? Is there panic in their words? Take deep breaths and do your best to remain calm. If you’re calm, your calmness will more than likely affect the caller as well. Allow the caller to vent.

**Download:**[ 10 Ways a Medical Practice Can Improve Their Customer Experience](https://share.hsforms.com/1K0isyJZyQgyBf3qGPL5teA2tga)

Take notes of what the caller is telling you. Don’t make assumptions nor attempt to correct the caller. Do your best to get a good perspective of what has caused the caller to place an emergency call.

 

### Communicate

After the caller has vented or voiced their concerns, they will be more willing to listen to what you have to say. Do your best to communicate honestly and sincerely, asking questions to verify your understanding of the situation. If the caller attempts to argue or intimidate, remember to stay calm and listen. Understand that the caller was already upset before the call so do not react personally. Instead, ask what you can do to help further or offer what options you have to resolve the case.

Use an empathetic and caring tone of voice when communicating with the caller. In the caller’s current state, they need to feel as if they are being heard and that their concerns are being handled.

 

![handle emergency calls](https://www.abetteranswer.com/hs-fs/hubfs/Phone-small.jpg?width=398&name=Phone-small.jpg)

### Resolve

As a call handler, you should already have resolution options available for callers. Do you forward the caller to someone on call? Do you take a message? In the case of an emergency call, the best option, if you are unable to resolve it yourself, is to get another person on the phone who can. Do not “pass the buck” but instead stay on the line to make sure the caller is working with someone who can truly help them.

State specifically what it is that you are going to do to resolve the call for the customer or client. Let them know exactly what you can and can’t do and what they should expect. Once the caller understands that they are in your competent hands, they will more than likely relax.

Use phrased questions like:

- “Does that work for you?”
- “Am I making sense?”
- “Are you okay with that?”

Listen again and take note if the caller still feels unsettled. Again make sure you are listening, communicating effectively and offering options to help the caller feel satisfied that you have done all that you can.

When an emergency call comes into your call center, you can feel confident that you are providing the best customer service. You may have to go through these steps a few times to resolve the call but the caller will get a sense that the person on the other end of the line really cares about the resolution of their call. Pay attention to the caller but also remember to mind your own sense of being. The caller is upset and you have the power to calm if you answer the call prepared.

What are some ways that you handle stressful situations? Let us know in the comments below!

[![improve medical customer service](https://hubspot-no-cache-na2-prod.s3.amazonaws.com/cta/default/131482/a5bb478e-1686-460e-97de-8cbeea42bc5d.png)](https://hubspot-cta-redirect-na2-prod.s3.amazonaws.com/cta/redirect/131482/a5bb478e-1686-460e-97de-8cbeea42bc5d)

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