Customer Service Skills Test Question 20 – Managing abusive language and a possible threat
Read the background and customer communication, then choose the response you would be most likely to give. Repeat the task after the customer follow-up.
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Background
A customer has waited several weeks for a decision and begins using insulting language during a call. They say they will come to the office and “make someone deal with it”. Staff have a clear procedure for abusive calls and possible threats.
Customer communication
Customer: You people are useless. If nobody fixes this today, I will come down there and make you listen.
Which response would you be most likely to give?
Response A
There is no need to involve security. Customers often say things like that when they are angry.
Response B
I can hear how frustrated you are and I want to address the delay. I also need you to stop using abusive language. Can you tell me whether you are intending to threaten anyone at the office?
Response C
If you continue speaking like that, I will end the call. Your case will not be looked at until you apologise.
Customer follow-up
The customer says, “I am not going to hurt anyone, but I will turn up and refuse to leave until I get a decision.” The case cannot be decided during the call.
Which response would you be most likely to give next?
Response A
As long as you do not hurt anyone, you are free to attend the office and wait for a manager.
Response B
I am ending the call now and your application will be cancelled because of your behaviour.
Response C
I cannot give the decision today. I will explain the current position and next update, but attending and refusing to leave is not acceptable. I must record this under our safety procedure and alert the office.
Click to reveal the answers
- Initial customer communication: Response B
- Customer follow-up: Response C
Members can unlock the full explanation for all six responses, including why the recommended replies are strongest and what makes the other choices weaker or unsafe.
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