Quote:
Originally Posted by carlwaring
I can see your point but, like Richard said, you have to try and rise above it, as they say. Being disciplined for it is probably a little OTT  |
Actually, most Customer Service training states that if a customer is being abusive, and refuses to desist, you should
a) if on the phone, tell them if they don't stop, you are going to hang up as it is not possible to help them whilst they are being abusive, and record on their customer record they were being abusive
b) if in person, call for a colleague to witness what is happening, try to defuse the situation, and if that doesn't produce an appropriate result, stop the discussion and suggest to the customer that it needs to restart after the situation has cooled down (no blame should be attached to either party whilst suggesting a cool down period) - if the abuse doesn't stop, call security to ask the customer to leave.
No customer, not matter how upset they are, has the right to be continually abusive and/or violent to a member of staff - employers have a duty of care to their staff to help prevent this.
At least, that was the training given when I worked for one of the biggest Customer Service outsourcers in the UK, and it was the same when I worked for a Financial Services company which had 7 UK call centres and 500 local offices......
How many staff do you actually employ, Richard?