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Hung Up Twice On A Very Angry Customer, Then Got To Talk To Her Mom

Hello again from the dealership operators desk!

One of the perks of my job is that I am allowed a almost 0 tolerance approach to abusive customers and how I handle them is completely at my own discretion. The way I approach it is if they are swearing out of frustration, and not directing it at me then I am fine with it. If they are swearing directly at me they will be immediately disconnected with no warning.

The following happened today and got my blood pumping, so I thought I would share it.
Allow me to introduce today’s players:

Me: Your’s truly
AC: Angry customer
ACM: Angry customer’s mom

Me: Thank you for calling XYZ, how may I direct your call?
AC: I NEED TO TALK TO A MANAGER, AND I NEED TO TALK TO ONE RIGHT FUCKING NOW!
ME: Hangs up
AC immediately calls back (unfortunately our caller IDs suck and I could not tell if it was her again, but I was 90% certain it was)
Me: Thank you for calling XYZ, how may I direct your call?
AC: DID YOU JUST HANG UP ON ME?!
Me: Yes I did. You swore at me, and I do not let people treat me like that.
AC: WELL YOU CAN GO FUCK YOURSELF!
Me: Hangs up
A few seconds later I get a call from a different number that turns out to be ACM, AC can still be heard yelling and swearing in the background
Me: Thank you for calling XYZ, how may I direct your call?
ACM: Yes, we are having an issue with getting our plates and we need to talk to someone right away, please.
Me: Hmmm… Unfortunately the people who handle that are off today and won’t be in until Monday. But, a sales manager should be able to help in the meanwhile, so let me get you over to one. transfers call

See how much further you can get by being polite and respectful? It just blows my mind that some people think that being abusive is somehow ok.

submitted by /u/MedicGoalie84
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