Question

When a call is received from an argumentative, abusive, or obscene caller, what steps should the Contact Representative (CR) take?

1) Attempt to calm the caller and offer assistance with relevant issues, requesting the caller not to use argumentative, abusive, or obscene language.
2) Disconnect the call immediately.
3) Transfer the call to a supervisor.
4) Hang up on the caller if they continue to be argumentative.

Answer 1

When receiving a call from an argumentative, abusive, or obscene caller, the Contact Representative should attempt to calm the caller, listen to their side of the story, remain open and respectful, and focus on problem-solving.

Step-by-step explanation:

Steps to take when receiving a call from an argumentative, abusive, or obscene caller:

1. Attempt to calm the caller and offer assistance with relevant issues, requesting the caller not to use argumentative, abusive, or obscene language.
2. Stay as calm as possible and listen to the other side of the story.
3. Avoid suggesting that you're right and the other person is wrong, remain open and respectful.
4. Try asking open-ended questions to learn more about the other person's position, rather than stating your case.
5. Restate what you heard the person say, to let them know you were listening and to avoid misunderstandings. This can have a very affirming effect.
6. Focus on solving the problem, not blaming the other person.
7. If you're not able to resolve the conflict, you may choose to speak with your supervisor or HR department.