How would you handle the situation if someone on the phone begins to screming or insulting you up?

Answer 1

I hang up - nice thing about caller ID, I dodn't have to answer when they call ever again.

Answer 2

Say, "I'm not going to listen to this" and hang up (but don't slam the phone down or else you make it appear that they've "gotten to you" or else that you lack self-control they way they do.

A calm statement that you don't intend to listen lets them know why you are hanging up and that, in fact, there wasn't just some problem with the connection.

I don't believe in warning anyone who screams or yells. As far as I'm concerned, they blew it when they lost control or decided to insult. If they wanted to call back at some later time and talk calmly then I'd be willing to talk to them again.

Answer 3

If it's a personal call, I'd calmly say I'm hanging up now because I will not allow you to continue insulting me...when you cool off and are ready to apologize, you know where to find me. If it's a business call where I'm the employee, I'd try to calm the customer. If that didn't help, I'd transfer them to a supervisor or put them on hold in hopes they'd hang up or call back and get someone else.

Answer 4

I have to deal with this everyday at work. I work as a dispatcher for a police department and have to deal with unhappy and upset and angry people all day long. All I can do is talk calmly to them and try to make them understand that either I will try to take care of the problem or that help is on the way to them.

I have only yelled at someone one time, and that was because she called the police department 20 times every single day for 5 months, drunk, just wanting to talk and be annoying and she began to yell at me. I told her I didn't make enough money to listen to her yell at me for hours on end when I could be helping other people that actually needed it. I made her cry, but it made her stop calling for no good reason.

Answer 5

Is this a professional situation? If it's at work, I would suggest telling the customer/client that you'd like to keep the conversation at a professional level. If they continue, politely tell them if they continue insulting/yelling, you'll end the call. (Don't say 'hang up'. It's sure to make them madder). If they insult you again, HANG UP. It's more effective when you keep your word.
If it's at home, hang up on them. You don't deserve to be treated that way.

Answer 6

This is easy. Advise the customer/client that unless they stop using the inappropriate language or screaming loud that you will have to disconnect the call. Then when they continue thank them for calling and hang up. Notify your manager of the situation immediately or document the record.

Answer 7

I hung up. The next time that party called, I said I didn't deserve that kind of treatment and not to call, any more. After a few abrupt hang-ups, I got the idea across.

Answer 8

In a professional setting (I used to work in a call center) I would let them yell until they were done, then I'd say, "(Customer's name)", I'm really sorry. I know you're really angry, and I would be, too.However, we're both adults and I have every confidence we can resolve this in a professional, adult manner. Yelling and calling names has nothing to do with the situation, and it isn't helping us solve the problem. Now, let me see if I fully understand what you're saying.." and I'd repeat the problem back to them.

This is REALLY HARD to do with a calm voice, but if you master it, it's extremely effective. It worked for me, in all seriousness, 99.9% of the time. Once I said I was sorry for them being angry, most of them instantly calmed down and said "well, it's not YOUR fault," and then let me help them, and were really nice about it to boot. I'd have at least half of them laughing by the time we were done. (Most people just want to know someone wants to help them, and then they're really quite reasonable!)

For the remining .1% that just wouldn't listen, I'd say something like "(Customer's Name), I'm sorry I can't fix this the way you'd like. Would you prefer to speak to my supervisor?" Sometimes that calmed them down, and sometimes they took the supervisor.

I had, in my entire experience (over 5 years in a call center) two customers who I absolutely could not control. One was so abusive that I told him, calmly, that if he was going to speak to me in that manner, I would end the call. He continued, and I said "Sir, I'm ending this call. Thank you." and hung up.

In a personal setting - I'd let them yell, when they were done, I'd say "you done? was that necessary?" and if they continued, I'd tell them to call back when they could speak to me like a sane person and hang up.

Answer 9

simplest thing to do is hang up, but if you want to prevent it from happening again, leave the phone for a few minutes, until that person runs out of air, than pick it up and ask him/her to repeat, because you did not pay attention for the last few minutes, that usually makes people feel ridiculous and stops them the next time.

Answer 10

I bang the phone on the table a couple of times while there at it,, then come on the line and say whoops. If they start again, I do the same thing.

Answer 11

I have this special whistle attached to my key chain for emergency purposes. I do believe I would play a little tune for the rude person on the phone.