How do I handle a difficult constituent?

Separate the two problems: repeat volume and personal conduct.

For repeat callers, be consistent and brief. Log the call, restate the office position once, and end the call politely. You do not owe a debate.

For personal or abusive conduct, stop absorbing it alone. Tell your Chief or Office Manager the same day, write down what was said, and follow your office's escalation policy. Any threat goes to Capitol Police immediately — that is not an overreaction and it is not your judgment call to make.

One practical note: most difficult callers get less difficult when they believe they were actually heard once.