Question

If you are on the phone with a customer who is being rude and disrespectful, you need to stop listening and hang up the phone.

A) TrueB) False

Answer 1

False.

Step-by-step explanation:

False.

As a customer service representative, it is important to remain calm and professional, even when dealing with a rude and disrespectful customer. Hanging up the phone without attempting to resolve the issue could escalate the situation further and may result in a negative customer experience.

Instead, the representative should try to diffuse the situation by listening actively, empathizing with the customer's frustrations, and attempting to find a solution to the problem. If the customer continues to be abusive or uncooperative, the representative can politely inform the customer that they will not tolerate the behavior and may need to escalate the issue to a supervisor or manager. However, hanging up the phone should not be the first course of action.