How would you handle a customer who uses abusive language?

Question

I have a customer sevices job interview in less than 24 hours and I anticipate this question and would like an answer

Answer 1

I would politely tell them that the company does not tolerate abusive language and inform them that you will be terminating the call. My ex-husband used to work customer service for the phone company and that's the route they took.

Answer 2

Often, I suggest remaining calm - don't get upset back. Don't take anything personal. And, if available, call for a manager.

(They are trained to deal with upset people - and they can make different decisions. Plus, often the unhappy customer appreciates that they are going to be given a higher level of service.)

So - do what you can do, don't promise them anything you aren't allowed to do yourself, keep calm & call for a manager.

You may be able to get some hints as the the company's idea of a right answer from their website. If they have a "company history" there is sometimes stuff.

Best of luck!

Answer 3

Quietly and firmly. Request that they not use that type of language. You need to determine the guidelines of the place you are working at. Here, where I work, we are supposed to give verbal warning, 3 times (or less if it gets REALLY bad), stating:

"Sir/Ma'am, I'm very sorry, but if you continue to use this type of language, I will be forced to terminate this conversation."

The 2nd time we do some variation of that, the 3rd time we just say: "As stated, I am terminating this conversation." and hang up.

Keeping cool is the key! It is often hard NOT to be verbally responsive, especially when the abuse is directed at you personally.

Answer 4

You tell the client that you don't deserve that language. You are respectful, so he has to be.

You don't answer to any further requests the customer has until he calms down.

Look strong, but don't look agressive.

Answer 5

No under no circumstances. Thats like a mad lady pal and that wont enable a shopper comming returned. forget approximately it and enable them to vent. Then ask are you waiting for me that may well be useful you. they're going to sense soo stupid and supply you a favorable out look! Win!

Answer 6

you need to keep your cool & NOT go off on the customer no matter how badly you want to.. You need to be stearn to the customer & TELL them you will not continue to deal with them if they keep up the abusiveness.

good luck

Answer 7

Give them one warning. "Sir/Madam please refrain from using profanity or I will have to disconnect the call"

If it continues, Say "I am hanging up on your language."

Therefore you are not hanging up on them per se, it's their vulgarity you are hanging up on.