Abusive Customer SOP

Amna Fareed Updated by Amna Fareed Permissioned article This article is internal and cannot be seen by public viewers.

You should never feel unsafe at your job, if a customer reaches out to you and their behavior is abusive, please follow this protocol.

Scenario 1:

If the customer's upset > be empathetic and clarify the situation:

If it works then identify and resolve their query, provide additional assistance and ensure that their frustrations are properly dealt with.

If it doesn't work then escalate to a supervisor.

Scenario 2:

If the customer's abusive > check if their swearing is directed at you:

If yes > warn them and if the abuse does not stop > terminate the conversation and escalate to a supervisor.

Use Front- Abusive customer- chats canned response

If no > then clarify the situation:

If it works then identify and resolve their query, provide additional assistance and ensure that their frustrations are properly dealt with.

If it doesn't work then escalate to a supervisor.

Scenario 3:

If the customer's vulgar and sharing indecent imagery > terminate the conversation and escalate to a supervisor.

How to identify Abusive Customers?
If a customer's behavior makes you feel unsafe at the job, that's not okay and you should escalate it as soon as possible.
  1. Any form of racist, sexist or harassing language.
  2. Threats, either personal or professional. That includes threatening to initiate undue chargebacks etc.
  3. A history of bad behavior with no sign of improvement or change.
  4. Sharing inappropriate sexual content.
  5. Threatening to expose information about the support agent, emotional blackmail and so on.
Appropriate Actions by a Supervisor:
  1. Have a conversation with your agent first, help them feel better.
  2. Depending on the situation, give a follow up call or send an email to the customer.
  3. If you have to let them go, file a complete refund for the last month of service, disable their account and disable AutoPay for all lines that belong to this account.
  4. Escalate to Tier 3 and we will send a follow-up email to the customer and make sure to block user.
Tier 3: use canned response - Abusive Customer and send email from compliance@ (it's under Fraud folder)

How did we do?

Fraud Responsibilities

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