Devoted to the call center industry, the agents on the phones, and their managers

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 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 his 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:

Stay on the Line
Some companies would train their agents, along with a script to disconnect the call immediately.  Others would plainly not accept it and put the phone down.  This is a mistake.  You disconnect, he will call back and harass another agent in your team.  Help your colleagues and get this done.

Take time to listen to his story first.  He might be swearing at this point but you need to listen to his cues and determine whether he’s the type who just swears because he’s really mad.  Remember, more often he’s not mad at you but the situation.  While he tells your story, ignore the foul words (same as “bleeping” them in your head), jot down the facts and start researching. This will help you later on.

Now, if he continues and you notice that he’s hitting you more on a personal level, that’s another story.

It isn't over yet.  Head on to Part 2!