Phoenix NL wrote...
In the UK it is commonly understood that abuse towards customer services staff will be reported to the police and actively prosecuted. How often they do it I don't know but that's the line most companies hold.
But most of the time there are better ways of handling the situation. I know there is this one customer who is really bad about being abusive, think he's from New York. So what they do is when he gets real bad is hang up on him. Basically they hang up on him repeatedly until he is no longer abuse at which point they can help him with his issue without being cussed at. Now this example is vastly different than this, but slamming down the ban hammer seems to be the action of someone who has lost their cool. What I mean by this is it is like a customer service person being screamed at starts screaming right back at the customer.