How To Handle Irate/Vulgar Callers

If ever, during the course of any of your phone support interactions, you encounter an irate/angry/upset/vulgar/rude/cruel caller, there’s some very important things to keep in mind.

 

If, at any point, a customer verbally attacks, insults, or harasses you, you have the right, and are encouraged, to terminate the call. However, there are some very important steps to keep in mind to ensure a proper termination of the support interaction.

 

THE THREE STRIKE POLICY

 

1. The moment that your caller first begins to harass, or attack you, issue a formal warning:
   • “Sir/Ma’am, I would be more than willing to assist you with your inquiry/problem, however, in order to continue, I must request that you refrain from vulgarities, or attacks, or I will be forced to terminate the call.”
2. If your caller continues to use vulgarities, or personal attacks, maintain your position, and issue a second formal warning:
   • “Sir/Ma’am, I must ask again that you refrain from personal attacks and/or vulgarities, or I will be forced to terminate the call.
3. Should your caller continue to act out/lash out at you, you should issue the third, and final strike:
   • “Sir/Ma’am, because you have refused my assistance with this matter, I am now forced to terminate this call.”

• At this point, the caller has received two formal warnings, and has continued to act out, earning a third strike. This qualifies you, as the agent, to terminate the support interaction.
• After you have terminated the support interaction with your irate caller, continue to ticket the interaction as normal, notating the circumstances which lead to the termination of the call, as well as the fact that the call was terminated. (This is important – if the call was terminated by you, you must document the reason, and the fact that it was terminated.)
• After finishing your standard support ‘wrap-up’, notify your team lead, or a member of management, so that the interaction can be reviewed.

If you have any questions regarding the course of action you should follow when confronted with an irate or abusive caller, contact your team lead, or a member of management.

Remember, irate callers can turn out to be the most gracious, and offer the most praise of all. It is absolutely essential, however, to keep in mind the above policy, and your abilities when confronted with this situation. You deserve the same respect that both ContactWorks, and our clients, expect you to treat the customer with; if the customer is unable to, or refuses to reciprocate, the above policy should be invoked.