MANAGEMENT

Detailed explanation-1: -For most call center if a customer becomes abusive; you need to give them a verbal warning and then hang up on them. If they are repeatedly calling and abusing their number can be blocked as all most all call centers use a software based PBX and blocking a number is not an issue.

Detailed explanation-2: -Talk to the victim privately–Once you witness your family member being the subject of verbal abuse, you should set aside time to speak to them privately. Express your concern for their wellbeing and how the abuser’s treatment is not right.

Detailed explanation-3: -The only effective way to put an end to verbal abuse is to call out the abuser each time they strike. If someone blames you for something you have no control over, you need to ignore the actual content of what’s been said, identify the type of abuse employed, name it, and calmly ask the abuser to stop it (Evans, 2009).

Detailed explanation-4: -If a customer is abusive, warn them that you may terminate the call. All customer service reps should assume the call will be friendly until the customer proves them wrong. All customer service reps must be trained to de-escalate anger whenever possible before it becomes an abusive conversation.