Thanks Lee for submitting your question!  I’ve managed to post my advice in the Call Center Script blog.  Here is an excerpt for you to read.

“As agents, we interact with different personalities over the phone everyday.  Some are easy and uneventful, but there will always be that day when you just have an abusive customer screaming and is very uncooperative.”

Lee sent this question through email:

“As a call-taking agent, how would you advise to deal with an abusive customer who uses foul/swear words?  Do you just cut them off (drop the line) or let him/her ‘finish’ then try your best to work on the issue?”

“An abusive customer starts out as someone who is frustrated over a process.  He either didn’t get what he wanted; no one was giving him options to solve the issue; being passed around or sometimes you encounter some who just wants to make your day horrible.  Here is a list of steps to take when you get an angry person on the phone.”

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