Bit of background: I used to work in the customer service department at the company I currently work for. While I’m that department I wanted to know every single thing within my capabilities in that role. After going through everything I came across the ability to hang up on the custom if they become verbally abusive as long as you give them a warning of “if you are unable to be professional then I will need to terminate this call”. And then you can hang up. Now I am working in a position where I no longer handle calls but work indirectly with the customer service department. More than once a day I will have an agent message me directly and ask about the process to blocking an escalated customer. They will elaborate what happened and it is usually that they were verbally abused on the call. I ask if they terminated the call. It is generally a no. Because our training classes never tell the agents that they have the ability to do that. I flat out send them the screenshot where it says that they can do that and tell them that being verbally abused is not in their job description. But the fact that both training and their personal leadership are not giving the agents the tools they need in order to avoid these conversations that can be horrifically violent just pisses me off. I have complained to my leadership, I have complained to their leadership, I have spoken with training to make sure that they are empathizing it. I was rebuffed. This is mostly a rant because sincerely fuck people who don’t even give you the tools you need to do your job but also.. fuck the customers who call in and scream racist slurs and death threats at employees