I do not let customers curse at me on the phone. I’m not a prude, fucking curse words don’t offend me, but I shouldn’t have to listen to it when someone is complaining or ranting. I speak to customers about difficult situations and have to give them answers they don’t always want to hear, and I offer to share all of the knowledge I have and I offer all of the empathy I have. If they are pissed, I empathize and remember they are a real person with real feelings. If they are sad, I tell them I’m sorry that they in this position. But if they use a curse word, I politely tell them if they are going to curse I’m going to end the call. Doesn’t matter how mild or offensive the word is…it’s not about the word.
Lately, when they start towards personal attacks even without cursing I pivot the conversation in a similar manner. “Well, I don’t know how you have a job if you just sit there and ______ all day.” When you get to that point it’s become evident they don’t want help or explaining or even your sympathy, sometimes they just want to feel better by being hurtful to you personally. If we’ve already discussed all of the facts, I’ll simply say well this is no longer a productive conversation and state the action I’ll be taking after ending the call (sending a letter or whatever) and move toward ending it.
I try to be very patient if they are having feelings and frustrations that are valid. Very patient. But I’m not a punching bag. I don’t get paid for that. Goodbye.