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 fine. 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.