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Well there are a number of available options.One that l personally find ideal is to listen through the customer's talk,ask leading questions like: a)does the customer know the person they had an altracation with? b)can they recognise their voice either through the phone or in a public place? c)does the customer take making curses the only exit route?From such a premises l am sure some soberiety will preavail on the side of the customer.
Listen and do your best to understand his problem. In the end, we are all a team in the company and we should all corporate to increase the customer satisfaction
When the customer becomes angry, the only medicine you can use is listen well and solve his/her problem.
Well if the customer is abusive and since calls are recorded, then the company can purse a legal case against him.
Having said that then as a frontline I'll keep myself calm and will not abuse back for that not to be taken against me when the investigation takes place.
you will be impassible and if he or she talk to you loud you can say to him don't make noise and the problem can't make it some soulition and you can talk some jok or remmber to him same thing happy like this and you should absorb his anger by any means ^_^
The best thing to do in a situation like this is to gain full control of the situation by informing the caller that if S/he doesn't stop their form of abuse and change their tone of voice, that you have no choice but to hang up the phone on them..
Apparently patience and wisdom are needed
