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Customer Service Job Question

I work as a call handler for a large company and were meant to handle calls related to repairs. Why is it expected of me to listen to customers scream at me on the phone and have a fit. Why am I expected to be ok with people threatening me to ‘sue’ me and tell me I’m useless and scream at me? Is this normal? Am I allowed to say anything back like ‘why are you screaming at me? Or I will log in the complain but I will have to end this call? Or I can raise this for you but stop screaming at me or I do not like your tone I will have to end the call if you keep it this way? Why is it so normal for people to abuse customer services? I get paid £10 per hour this isn’t enough to deal with idiots


I work as a call handler for a large company and were meant to handle calls related to repairs. Why is it expected of me to listen to customers scream at me on the phone and have a fit. Why am I expected to be ok with people threatening me to ‘sue’ me and tell me I’m useless and scream at me?

Is this normal?
Am I allowed to say anything back like ‘why are you screaming at me? Or I will log in the complain but I will have to end this call?
Or I can raise this for you but stop screaming at me or I do not like your tone I will have to end the call if you keep it this way?
Why is it so normal for people to abuse customer services?
I get paid £10 per hour this isn’t enough to deal with idiots

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