What to do about abusive callers

Are your customers much nastier on the phone than face to face? Here’s how to put a stop to their behaviour.

Be clear about your company’s policy

Your employer has a duty of care. You should be protected from being bullied or harassed. This means having a policy on how abusive customers are handled. A good policy should outline how you can respond to abuse, when you should transfer a caller to someone more senior and how to end a call if abuse is unreasonable. Make sure you’re familiar with your company’s policy. If they don’t have one, draft one and propose it to management.

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