Final answer:
The statement is False. The statement suggesting that vocal or angry customers tend to be reasonable and not abusive is false. In customer service, these customers can be the most difficult to manage as they might let emotions affect their behavior. Employee training can help in handling such situations effectively.
Step-by-step explanation:
The statement that customers who are especially vocal or angry respond to reason and rarely become abusive, personal, or threatening is false. In reality, these customers can often be the most challenging to deal with because their emotions can hinder effective communication. It is widely recognized in customer service that emotional reactions can escalate and become personal or even threatening, unlike those who think and act more reasonably and less emotionally.
For example, a customer who is frustrated with a product or service and feels ignored might start out being vocal but can quickly become personal or threatening if they don't feel heard or valued. On the other hand, an employee who has completed an anti-harassment tutorial as per company training might recognize the importance of de-escalating the situation by remaining calm, attentive, and professional.