How to Handle Irate Customers in a Call Center (WITH SCRIPTS)

Here's a guide on how to handle IRATE and/or VERBALLY ABUSIVE customers over the phone for call center agents. This will first tackle the irate but NOT verbally abusive and then the irate AND verbally abusive customer. Each scenario contains sample scripts. SOURCE OF SCRIPTS (for the verbally abusive customer): WATCH: https://www.youtube.com/watch?v=0K_aifrhe2k #callhandlingtips #callcentertips #kwestyon 00:55 Irate, NOT Verbally abusive 11:14 Irate AND Verbally abusive