If you had to deal with an unhappy customer who was using abusive language on the phone what would you say?

Answer 1

i worked for a cable companyin their call center. just ignore it and continue explaining the company policy. don't acknowledge the fact that they are swearing. they just want to get a rise or reaction out of you. and they also want to get their way by being abusivce(verbally). Don't let them win. Also try to keep a level tone without being monotone. its hard but does work.

Answer 2

I would say, and have done several times. "If you calm down I will try to help you as best I can but if you continue to be abusive or use foul language I will put the telephone down. I'm sure you need help and that's what I'm here for. Is that alright?"

If they continue to be abusive put the phone down. When they ring back if they do it again continue to put the phone down. You're not employed to be abused. Eventually they get the message and generally apologise. If they do then say "Thank you for that. I know you may have a grievance which I will try my best to rectify, but I'm not employed to be abused. Now then shall we sort your problem out?"

Don't forget 'The customer ISN'T always right.'

Answer 3

All the time! I'm a supervisor in a call center. I usually let frustrated customers vent all that they want because people usually just want to be heard. But if they are abusive, I try to explain that I would love to assist them, but they need to be respectful and watch their language. If this doesn't work, I give another warning such as, "If you continue to use this language with me, I will have no choice but to end this call." If if keeps going on, its time to end the call. Remember that if they are really mad or upset, sometimes these things are just fuel to their fire... Good Luck!

Answer 4

I'm probably going to get pummeled for this, but if you're in customer service you just have to deal with unhappy people by grinning and bearing it. You can say things like "I'm sorry you feel that way," and "I'll try to fix the issue," or you can direct that person to a supervisor if it's too abusive.

I was always taught that the customer is right in that industry, so you try to be as pleasant as you can.

It's hard not to spout off sometimes but you're representing your company.

Good luck!

Answer 5

First, I would say, "excuse me sir, I can tell that you're very upset over this. Why don't I call you back in 10 minutes and let me see what I can do about the problem. They'll cool down some by then, you get a break now, and you will be in control in the next phone exchange.

Answer 6

I am a customer service supervisor. My company's policy is if a customer is being very nasty, and/or swearing, the CSR has a right to say, calmly and politely, "Please do not talk to me like that" and/or"I am not required to listen to that type of language" If the customer persists in the abuse, thay may say "If you continue to talk like that, I will have to end this call" and do so if needed.

Answer 7

It depends on your company's policy. I've had it happen and I've told the caller that I cannot help them when they're using that kind of language, and if they'd like to call back when they can speak in a respectful manner, they are welcome to do that.

Answer 8

Depends. Is it my job to take complaints? I would listen quietly and let them vent and realize that some people you won't make happy.

Answer 9

I'd say...'I'm sorry I really don't have to listen to this right now' and put the phone down (if you love your job)
OR
'**** off knobhead' (if you don't like your job, then grab your coat)

Answer 10

I hope you don't mind that we record all our phone calls.