Among all the rude and entitled customers, the abusive ones are the hardest to handle. I used to have more patience, but now I don’t waste my energy and simply disconnect. Yesterday, a lady started her call by throwing the “F” word at my company. I calmly told her to stop as it wasn’t acceptable, but when she turned her anger directly at me, I had enough. I wished her a good day and hung up. Maybe I could’ve handled it differently, but in that moment, it felt right.

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You handled this just fine. You don't owe your time, patience or assistance to someone who can't be bothered to treat you with basic human decency. Good for you for not tolerating her behavior.

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Exactly! How come people expect you to help them when they treat you like trash.

Finding a solution for customers who are that upset from the first second they talk to you is a tall task. I’ve spent a lot of time with those kinds of customers, and spoiler: it rarely turns out well.

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Yes I agree with a lot of them. However, there are some who are just jerk and won't change a anything no matter how polite you are.

Sounds like you did the right thing, you shouldn't have to take that kind of abuse. And someone coming along with that kind of attitude isn't expecting a resolution to a problem, they're just looking to create more trouble. Maybe when she calms down and can behave herself she can make some progress on her problem.

And now she's been disconnected with TWO agents. Pity I don't expect her to see the common issue here. ;)

I started hanging up on people. They have no right to be disrespectful and cuss and yell. And I certainly don't have to take it from them.

You are right. We don't get paid enough to take this kind of abuse.

You did the right thing—no one deserves to take that kind of abuse at work.

Exactly. Some people really cross the line and you do what you have to do.

Verbal abuse is unacceptable you did the right thing

Thats what they need to understand. They can not treat someone like trash when they need help from them.

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