How would you deal with a customer/client who starts cursing and yelling a you on the phone?
by 
Secretive Woman
ANSWERS: 5
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Let them know you will not listen to the cursing and abusive language. Wait and see if they respond. If they continue to yell and curse, hang up the phone. Period. You don't have to take the abuse.
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This has usually worked for me--state that: "I would like very much to help you, but I can't do that until you calm down. Now where were we?" It gives them the chance to calm down and pick up where the conversation was prior to their outburst. Or if they do not respond, you can say "I think we were discussing (whatever the issue is)" If they don't stop, end the conversation. Like SG said, you don't have to take the abuse.
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Stay calm and calmly say "I have no problem speaking to you but not when you use those words during our conversation" If they continued I 'd say i'm going to let you go now and you can ring back when you are calmer and stop that offensive talk.. :)
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Hang up.
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I'm sorry but I'm going to have to end this conversation now, and I immediately hang up the phone.
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