How to Deal With Cursing Clients
While an occasional profane word used by a client may not offend an employee, an onslaught of cursing or any profanity directed at an employee shouldn't be tolerated. When a client curses, it's important to address the issue. Once you make it known that cursing is unacceptable, many people will promptly halt their swearing. However, if your initial or subsequent request doesn't bring you the results you want, you may need to take a more drastic approach.
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Instructions
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Stay calm and focused. Say, in a polite tone, "I understand that you're upset, sir, and I want to help you. Before we move forward, I want you to know there's no need for you to use curse words, and I would appreciate it if you would stop."
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Ask the client to explain the problem to you. Listen carefully to what he says so you can help him. If he uses curse words again, ask him in a calm tone to stop: "Sir, I'm willing to listen to you and help you solve the problem, but I can't do that if you continue to curse. Please stop."
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Tell the client that you've asked him to stop cursing and he won't. Ask him to leave or tell him you must hang up. "Sir, I've asked you not to curse and you're continuing to do so. I'm sorry, but I can't continue to help you at this time. Please leave."
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Tips & Warnings
Follow the procedures set out by your workplace for handling cursing clients. If asking the client to leave or hanging up isn't an option, politely ask the client to wait while you find a supervisor.
Never abruptly hang up on a client. Explain calmly that you're hanging up the phone because he has refused to comply with your request.
Some clients may incorporate profanity into their casual conversation as a habit. If this offends you, politely request that the client stop.
Don't suggest going to a private area to continue the conversation if the client appears angry or agitated to the point that he may become physically violent.
If the client refuses to leave at your request, call a supervisor or security to assist.
