Addressing Abusive Customers - Process

If the customer is still abusive even after reminding him that you are her for helping them and transferring the call. Tell him that your company wants them to be a satisfied customer, but his doesn't mean the customer should continue in abusive conversations. So tell them to contact customer service department at another time and tell them that you gonna disconnect or release the call...

An irate customer wants to be heard! His first thought is to take out the poison and he wants to take it out on the first ear that is lent to him. He is charged and angry and wants quick answers!!

Any customer care exec tackling this situation has to be patient and conditioned to the fact that there will be irate consumers who love to rant and rave. That itself will increase the confidence of the exec to be patient. A calm, composed and steady voice would indicate to the consumer that he/she is dealing with someone who 'knows the business'. It is very important to project a confidence that would actually rattle the ranter. 

Offer solutions that are plausible. Avoid words like 'please hold on', 'I will get back to you'... That would really blow the steam off the consumers top!!

If the consumer starts abusing please tell him to stop the abuses very firmly. Also make sure that the consumer knows that the call is being recorded. That should stop him from using abuse. The voices might still be raised. Be firm yet maintain a polite composure. If the consumer is in your physical space, please ensure that you have a senior and / or a security personnel near you at all times.

But most of all; do not lose your composure and confidence in tackling such irate consumers, that should get you through with flying colours!!
Good article!

Hi, In this situation try to remind your customers that you want to solve the problem and it can be only done when the language is appropriate and demands are reasonable. Other way to handle this situation is by transferring the call, tell you customers that your transferring the call to your superior, customer will try to appear reasonable and soft spoken.

Hi Ranjith...

Out-of-control customers are the bane of customer service representatives but you have given a refreshing view of customer service principles. While it is easy to label abusive customers as lunatics, try to step into to their shoes for a while. You will know how would you react to their situation? I feel this will help to find many solutions to manage such customers........What do you say ?

Vary factfull article

Excellent. We usually don't find such stuff in most of the management articles.

Probably, a couple of more things one can try based on what works for the given situation. That is - While the client is shouting or talking with all abuses, filter all the abuses and look for the essence of the message and using that find the validty and relevance of client's frustration. In most of the cases, it could be something that is totally not connected with the project you are doing for the client or the client might be feeling insecure.
That other thing you can always try is (recommended) is ask for a break in the meeting and meet sometime later based on the urgency and criticality of the matter. 

amazing ......
Thanks for sharing

very good article.

very true and factfull article  
thanks