how do you manage rude, abusive calls from customers

United States
May 11, 2009 9:48pm CST
I knew not all customers are nice, some are even rude to the call representatives. If you work for a call center, how do you manage to answer those rude calls from customers who might call names on you. As a professional to receive those calls, can you deal with your customers with rude manner too, or you just have to hang it up? What is the call center policy specify?
2 people like this
9 responses
• India
27 Dec 09
Well i do take such calls very lightly do not paid attention to rude and abusive calls
1 person likes this
@callarse1 (4793)
• United States
30 Dec 09
That's another thing I forgot to mention. You really can't take it personally. They are mad at the situation and are basically taking it out on whoever answers (which is you. Hehehe. )
@byfaithonly (10716)
• United States
14 May 09
Rude abusive customers are the worst to deal with - we have to first NEVER be rude in return, helps me to understand first of all they are frustrated and even scared at times. I work for a center that handles calls for a US gas & electric company. People who find themselves in danger lossing their service (or have already lost it) and don't have the money to pay. Sometimes a simple "I understand your frustrated can you give me a minute to see what I can do to help you" will calm them. Then however there are the ones that feel the company owes them free service that they should never have to pay and don't want to listen to anything. As for abusive or fowl language our company policy is if they continue to talk that way we can state, "If you continue to use that language I will have to end this call" if they continue we can release the call. The only time we are allowed to and as all calls are recorded the cc rep had better follow proceedure before releasing or could be fired.
@callarse1 (4793)
• United States
30 Dec 09
Exactly, each call center has its own policy so don't start to use our policies. Basically we have to warn them too, and I can end the call as well. All of our calls are recorded so we have to follow their rules, too.
@KrauseHome (35277)
• United States
14 Aug 11
Well, for the most part it really depends on the person, and the situation that is trying to be resolved as well. Since I am one who answers calls for a Cab, and help people get cabs, I do often face calls from some very Rude people who are always seeming to blame us for when their cab does not show up, etc. never stopping to think we are only people sitting in offices instead. Many times I just politely try to help them if I can and get them transfered to the correct department. There have been times when I have had to hang up just to avoid wanting to cuss them out or something, but other times you just try and help them and hope for the best from there.
@chiwasaki (4661)
• Philippines
13 Aug 11
Patience is a virtue. No matter how rude they are, be patient with them. Try to be nice even though you want to shout back at them. Wait for them to release their anger which is really stressful. It is like you are working to be shouted at and to hear all their complaints.
@callarse1 (4793)
• United States
30 Dec 09
Hello! First, I must state that our call center has a unique policy so it may be different from you. Basically they state if we ask at least one or two times for them to stop yelling, cursing, or being abusive and they don't stop we are allowed to end the conversation. Yes, I can handle rude people. Basically I let them talk (if that's there thing) while I listen, and then I respond. If they are cursing, yelling, or abusive that is the worst. I basically state to them that we need to handle this matter in a polite, professional manner. If we continue in this manner then we cannot do anything to resolve their problem. At that time they will either a) stop being rude, or b) continue being rude. At that point, if they are rude still I tell them, sorry I told you to stop that and will have to end this conversation. Thank you and good bye. Most of the time, when they call in like that, they know they are going to get hung up on anyway. I'm glad our office has this policy because I would be pissed if I had to listen to them cursing and abusing me on the phone. Thanks for the discussion. Peace, love, happy myLotting, & rox on!
• India
22 Jun 09
i know its always hard time to talk with rude customers in the beginning,but once you get used to it,its pretty easy.just be polite whatever the person shouts,and he or she will really getirritated and the person might stop shouting.its from my experience.
@pratheep87 (1228)
• India
9 Jun 09
Most of the agents now hang up if we are talking rude to them, Customer should understand that they are for us to solve our problem and talk politely.
@minx267 (14585)
• Hartford, Connecticut
12 May 09
well - I have tried to calm customers down - by putting them on hold for a minute and refreshing the conversation when get back. but if a customer is swearing at me- I tell them if they continue to use the language I will hang up on them. if they do it again I said you were warned. and Hang up! no one deserves that type of abuse!
@Amorti (201)
• Turkey
12 May 09
It's very important to stay calm and directing the conversation to the solution of their problem, instead of a personal argument. I used to work in a call center specialised in emergency assistance. Sometimes you receive calls from a shocked client whose spouse is stuck in an almost wrecked car, crying for an ambulance.You should not panic and take it easy, but of course they will get angry at you when you ask for some details; like the injured's condition, place of incident etc. Always act cold blooded and look for practical solutions, do not only do the things your supervisors tell you to..