Handling Customer Cursing Calls

What is the first step to take when a customer starts cursing during a call?

• Absorb their emotions

• Breathe and remain calm

• Match their energy

• Disconnect the call immediately

What is the suggested line to use when a customer is using profanity?

• Please stop cursing immediately.

• I want to help you, but I need us to keep this respectful so we can move forward.

• Calm down or I will disconnect the call.

• I will not tolerate this behavior.

What should you do if the customer continues to curse after setting a boundary?

• Ignore them and continue the call

• Raise your voice to match theirs

• Calmly inform them you will disconnect the call

• Apologize and try to calm them down

What is the concept of 'emotional separation' as discussed in the video?

• Leading with empathy while maintaining boundaries

• Matching the customer's emotional state

• Disconnecting from the customer's emotions completely

• Absorbing the customer's emotions

What does the video suggest about maintaining compassion during difficult calls?

• Compassion is not necessary in professional settings

• Compassion means absorbing all emotions

• Compassion requires matching the customer's energy

• Compassion can coexist with setting boundaries