Started a new job and I'm trying to understand if some of my coworkers are speaking the truth or simply have really low standards for how they should be treated.
It is a public-facing utility job where we take phone calls for customers.
Many people who call us will straight up start yelling, insulting, etc., Basically throwing an adult tantrum over the phone.
If you try to clarify, they'll continue to shout over you. They aren't saying anything constructive, just hurling insults or complaints.
My response has been to directly tell the person something to the effect of, “Sir/Ma'am, I can't help you if you are going to yell or talk over me. I want to help you and tell you what your options are but I can't do that if you're talking over me. Do you want to hear your options or no?”
For the record, no one has ever said no. This response has always quieted them, is generally successful, if only temporarily.
Some of my coworkers have tried to tell me that I can't do that. But instead, that I should apologize to the person and repeat the information.
They have gone so far as to say that I should let the customer continue to yell and that I can't tell the customer to stop.
They have said that yelling at someone isn't verbal abuse, which I find both strange and concerning.
While I don't take it personally as an insult, I don't personally believe anyone has the right to yell at anyone, which seems at odds with my coworkers' understanding.
They say, “don't take it personally”, but I don't think it's about that. I think allowing people to yell at employees enables abusive behavior.
I get that I won't stop people from yelling and acting a fool, but I don't think it's normal. I can't tell if they're so worn down from being treated so poorly or if I am not understanding something here.
Fwiw, I did retail for a decade and social work for several years. I'm not unfamiliar with how unstable people can act towards service professionals. I just don't think it's normal and allowing it continue is super unhealthy to everyone in my department.