Customer service. Scenario 3 of 6. Abuse and limits

When it turns personal

A caller is angry about a late delivery. You apologise and start checking the order. He begins swearing at you, calls you useless and makes a comment about your accent.

Your company has a policy on abusive calls: one warning, then you may end the call.

What is the best call?

Stay on the line and take it. The customer is always right.

Not the best call

Customers are entitled to be angry about a problem. They are not entitled to abuse you. Your employer has a policy because nobody is expected to absorb this, and putting up with it helps neither of you.

Say calmly, "I want to help with your delivery, but I can't continue if you speak to me like that." If it carries on, end the call as the policy says, and log it.

Good call

You have separated the problem, which you will help with, from the behaviour, which you will not accept. One clear warning gives him the chance to stop. Following the policy and logging it protects you.

Hang up straight away without saying anything.

Could be better

You do not have to listen to abuse, and nobody would blame you. But the policy asks for a warning first, and without one the call may be judged as you cutting off a customer. The warning is your protection.

Tell him exactly what you think of him.

Not the best call

It would be understandable, and it would be the part of the call that gets quoted in the complaint. Staying professional keeps the record clear about who behaved badly.

The principle

Anger about a problem is part of the job. Abuse aimed at you is not. Give one calm warning, follow your employer's policy, and record what happened.