What to say to the yelling or cursing customer
“I’m trying to help you, but if you continue to yell and swear, I am going to ask that you call back another time. It’s up to you…which would you prefer?”
“I’m sorry. It isn’t possible to help while listening to that language. If it stops, I can help.”
“If a few minutes helps you calm down before we continue, that would be okay. You can certainly call me back.”
“I want to help you, yet the language is getting in the way.”
Note: Your tone is critically important with the above statements. You must come across calm, neutral, and non-threatening.
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