for example, i had a caller today have a really nasty attitude with me for absolutely no reason. just started the call. so bad i just wanted to say “lose your attitude” but obviously can’t say that & tried thinking of a “polite” way to basically tell this guy that his attitude is shitty & he doesn’t need to speak to me like that the entire call but couldn’t think of anything that would pass QA.
so tell me some of your best lines that can get the point across without failing the call or straight up saying “drop the tude dude”
submitted by /u/falselash16
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They get 3 warnings. 2 politely asking the convo be keep respectful and professional. The 3rd is to educate that I will disconnect the call.
I know some call centers frown on this. If I get rebuked for not allowing to be treated like that, then I feel sorry for that poor soul who has to have the coaching op with me.
I’ve even told people that I listened (reiterating to show I listened) and now it was my turn to talk if they wanted their issue solved.
It’s all about tone of voice. You can still be professional and polite and still keep control of the call.