Making an angry caller sound calmer...

[Chiefsmom]

Sorry.
But I see this as people being too soft to control a situation.

Think it is bad to have an angry customer call you?
Try having to deal with one face to face.
The job I have now, I have at least a couple every winter.

You just have to know how to talk them down.

I don't see this being a good Idea.  
For instance, an irate customer sounds calm and monotone to the person answering the phone.  So they are responding in kind.
The customer could feel mocked or slighted and get even more angry.
This could lead to bad reviews of the company, or (hopefully not) something worse.
People are nuts nowdays.