How to Handle Rude or Abusive Users

🎯 Purpose:

To guide the support and operations team on professionally managing users who are aggressive, abusive, or disrespectful — while protecting staff well-being and maintaining brand reputation.

🪜 Step-by-Step Process

🚦 Step 1: Stay Calm and Professional

Do not respond emotionally.
Use neutral, polite language at all times — even if the customer is rude.

Say:

“I’m here to help you. I’d request we continue respectfully so I can solve this for you.”

🧾 Step 2: Acknowledge the Complaint (Not the Tone)

Focus on the issue, not the behavior.

Say:

“I understand you’re upset about [issue]. Let me look into this and assist you further.”

🚨 Step 3: Identify if the Language Crosses a Limit

If the user uses:

Profanity
Personal threats
Harassment

→ Move to escalation protocol

📩 Step 4: Warn the User (If Abusive)

Give a polite warning.

Say:

“We understand frustrations can happen, but we won’t be able to continue the conversation if abusive language continues.”

🛑 Step 5: End the Chat/Call if Abuse Persists

If the user continues to be abusive after a warning:

Say:

“Since the conversation is no longer respectful, we’ll now need to close this interaction. You may reach out again if you’re ready to continue politely.”

→ End chat or disconnect the call.

→ Do not block the customer unless instructed.

📝 Step 6: Log the Incident

Create a CX Genie ticket with the following:

User name & number
Order ID (if any)
Summary of what happened
Screenshot or call recording (if available)
Tag as: Rude/Abusive Customer

👥 Step 7: Escalate to CX Manager (if repeated behavior)

If the same user shows multiple abuse patterns, escalate the ticket to the CX Manager for decision on:

Blacklisting
Disabling future service
Legal action (in rare extreme cases)

✅ Best Practices

Do	Don’t
Stay calm & professional	Don’t match the user’s tone
Use soft but clear language	Don’t take abuse personally
Escalate repeat offenders	Don’t tolerate threats or profanity