So I work in a call centre in Ireland- and we coordinate between insurance companies and providers to arrange breakdown assistance and home emergencies.
The general rule in place is if a customer is swearing at you, you may warn them to stop or the call will be terminated and if they continue. Click. Click. **Goodbye.**
Cast: me, S(supervisor), BK (boomer Karen)
It was about my third week on the job and i have gotten more lines added to my queue. It is early Sunday morning and I don’t want to be here at all.
I get my first call of the day. Straight away I know it would be difficult.
Me: good morning. *(Insurance company)* breakdown assistance. My name is CreativeMouse. How may I help you today?
BK: LISTEN HERE YOU FOREIGN SCUM (I’m not Irish myself and do not have the accent-i am completely fluent in English however) I WANT A REPLACMENT CAR RIGHT NOW DELIVERED TO MY HOUSE.
Me: I can see what I can do for you, can I please have your policy number or car registeration?
BK: YOU SHOULD KNOW WHO I AM AND MY DETAILS ALREADY. ARE YOU F***NG STUPID. DO YOU NOT KNOW ENGLISH? I GOT A TOW A WEEK AGO AND I WANT A REPLACEMENT CAR.
Me: (at this point i wanted to hang up but she sounded old so I felt some sort of obligation to help). Ma’am I need your details to access the file for the assistance in order to see if I can help you.
BK: DO YOUR F***ING JOB. I AM AT HOME AND I GOT TOWING A WEEK AGO AND NEED A CAR
Me: Maam under your policy, which would have been explained to you on the day. You would be entitled to continution of journey benefits to get you home. One of these options is a replacement vehicle for up to 48 hours while repairs are being carried out. However since you received the help a week ago and are at the home address. We wouldn’t be able to provide a replacement vehicle as it is not a courtesy car but a way to get you and any passengers home following a breakdown.
BK: YOU STUPID (HORRIBLE RACIST WORDS AND SLURS). YOU IDIOT. I AM AN OLD AGE PENSIONER AND YOU ARE TELLING ME TO MUCH INFORMATION. GET ME A CAR RIGHT NOW
Me: (explains the cover again slower with different words). Ma’am i can transfer you over to the claims department for (insurance company) who may be able to help you get a courtesy car. However i would not be able to help you through this line
BK: (continues to swear and scream at me)
Me: ma’am I’m going to terminate the call if you do not stop swearing at me. I have offered you a way to get the help you need. If you do not want me to transfer you over, i unfortunely cannot help you.
BK: (more screaming and profanity)
Me: I’m terminating the call.
All my coworkers applauded me after (listening in to the drama). My supervisor said i will not get in trouble. I later found out the customers policy was put on an indefinite hold on our system for any future breakdown assistance