Handling Customer Abuse and Profanity
When a customer is using profanity, you must remember they are reacting to the situation that they are dealing with, it is not a personal attack on you. As professionals, we are responsible to make an attempt to resolve the issue but do not expect or condone a customer using profanity or excessive screaming at our agents.
Try:
- Not to take it personally.
- Understanding the customers frustration.
- Taking ownership to resolve the situation.
- Using a tone of voice that has help in it and include a help statement.
DO NOT use "Sir" or "Ma'am". Instead use the customer's name to personalize the interaction.
Scripts and Process
At times we must also take control of the call and set limits when a customer is verbally abusive. Use the suggested scripts and process below when handling these difficult situations.
First Attempt Scripts
Use at least 2 of the suggested scripts below as a first attempt to take control of the call if a customer is being abusive or using profanity.
First Attempt Scripts | |
Option 1 | “<Customer Name>, I understand how frustrating this must
be. I am and will do everything to help correct the problem. I will
respectfully ask that you refrain from using profanity. It will not help us
to resolve <customers issue>. In reviewing the information, <provide available details and work toward resolution with the customers issue> OR May I place you on hold while I review some additional information?” |
Option 2 | “<Customer Name>, I understand how upset you are. I am
and will continue to help resolve/expedite your service request. I am asking
you to respect me by not using profanity. In reviewing the information, <provide available details and work toward resolution with the customers issue> OR May I place you on hold while I review some additional information?” |
Option 3 | “<Customer Name>, I can see why you are upset. I can
help you by explaining the decision based on the terms of your contract. I
will respectfully ask that you refrain from using profanity. It will not help
us resolve <customers issue>. In reviewing the information, <provide available details and work toward resolution with the customers issue> OR May I place you on hold while I review some additional information?” |
Option 4 | “<Customer Name>, I can see how upsetting this is for
you. I will do everything to assist you and thank you for giving me the
opportunity to resolve this for you. In order for me to effectively assist
you, I respectfully ask that you refrain from using profanity. In reviewing the information, <provide available details and work toward resolution with the customers issue> OR May I place you on hold while I review some additional information?” |
Final Attempt Script
If you have already used at least 2 of the suggested first attempt scripts and the customer persists with being abusive or using profanity, use the final attempt script below.
Final Attempt Script |
“<Customer Name>, I have attempted to assist you to the
best of my ability. At this point I will have to disconnect the call. We will
be happy to assist you further if you call us back when you are able to talk
without using profanity/screaming.” |
If you have used the final attempt script and the customer continues to be abusive or use profanity, you are then free to disconnect the call and inform your Supervisor of the incident. Provide them with the Contract Number and Service Request Number. Quality Assurance will be notified of the incident and the call will be reviewed. If the call was handled appropriately, there will be no action taken for disconnecting the call.
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