Difficulty: Moderately Easy
Things You’ll Need:
- Calm voice
- Know the company policy for handling abusive calls
How to Handle a Verbally Abusive Phone Call
Step1
Try to calm the person in the initial phases of the phone call. Once it escalates you will have to follow your company's policies.
Step2
Some companies allow you to hang up as long as you warn the person first with, "If you continue to use foul language, I am going to hang up." The next four-letter word spoken, hang up. The person may call back. Ask if they are prepared to be calm. If they say they are, remind them again, you will hang up if they repeat the foul language and then continue your discussion. Usually, one hang up is enough.
Step3
Sometimes, the angry person will ask to speak to your Supervisor. Again, follow company procedure, but in most places, you will refer the call, explain a little of what has transpired then pass the call through. Once a Supervisor is on the line the foul language usually ends.
Step4
If your company has a policy of you will complete the call no matter what the person calls you, you must remain calm. When foul language is used, just become silent. Do not respond in anger. Simply, do not respond. This usually quiets the foul language. Sometimes, nothing works and you just must get through the conversation. Repeating back what they have said such as, "you said that I am a #*#*# because I did not approve your application, is that correct?" may stop the foul language. But use this method as a last resort and be sure you are perfectly calm as you repeat the sentence.
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