An angry or insulting customer(or some of them) can push your buttons just as anyone else might.
( Watch your language!!???
I think you're just taking it very seriously.)
When a customer hurls an insult your way, you have several choices for responses, but the first one to try is ignoring the attack.
So my first tip is: Silence! Never return insult for insult.
If you can grit your teeth and continue as if you heard nothing, the situation may improve without a confrontation.
Stop yourself from taking personal offense. Remaining objective and impersonal in your response may keep the interchange from escalating further.
The second tip: End the exchange
If the customer does not respond positively to your attempts at diffusing and resolving the situation, tactfully explain that you need to end the exchange. Try saying something like:
“I can hear how upset you are. Perhaps we could continue this conversation and work toward a solution tomorrow when you’re feeling a little less angry. I look forward to the opportunity to resolve this issue when we meet again.”
Or you can say:
“I understand how upset you are. I would like to transfer you to my supervisor to see if she/he can better assist you.”
You can also say:
“Would you like to continue this conversation over email?”
If there doesn’t seem to be hope of diffusing the situation by transferring the caller, or if the caller continues to be rude, you can say:
“I want to help you find a solution, but we cannot tolerate insulting or abusive language. Please call back when you are ready to continue. I am now ending the call.”
Read more at callcentrehelper.