Definition of an abusive caller - a caller who uses personal insults, is abusive, and uses threatening and or obscene language to the staff member.
You may choose to persist with trying to assist the customer or follow this process when dealing with an abusive customer. However, whilst some callers may be directly aggressive, threatening, or abusive, you are not expected to tolerate such behaviour especially after you have warned the caller to desist.
Personally insulting, threatening or abusive
CSO:
- Advise the caller that they are to refrain from using insulting or threatening language immediately or the call will be terminated.
- If the caller continues to use personally insulting, threatening or abusive language the Customer Service Officer can if they feel unable to manage the caller, terminate the call.
Using obscene language
CSO:
- Advise the caller to refrain from using obscene language.
- If the obscene language continues advise the caller again to refrain.
- If the caller persists, advise the caller that if they continue to use obscene language the call will be terminated.
- If the caller still persists, the Customer Service Officer may terminate the call.
John Hervatich
This customer calls on a regular basis to complain about the lack of action on exhaust noise coming from vehicles driving down his street. He has been advised to contact the Police and the police have in turn explained that they cannot do anything about this. Our Traffic, Local Laws, and Health departments have all investigated this issue and were not able to assist. He can become aggressive and abusive over this matter and it all depends on the day. For this reason, ask him to put his complaint in writing and attention to the CEO. Do not argue with him if he complains about this. And end the call after providing this advice.
Vince Manna
This customer has been advised that any further contact with planning/compliance/RAU must be made in writing to Jamie Thorley.
He is not to be put through to staff to speak to directly. If he becomes demanding please take his details and email Jamie or refer him to me.
Earle Misso
He may request the following
- He is already provided with summarised Minutes and Agenda via registered mail, CS does not need to provide them again
- He may request a lift home from Council meetings – we do not provide this
- If he is dissatisfied with this or any other issue, referred to Lisa Roberts in Governance – no one else. If she is unavailable take a message
- General reports – please send the requested details below, and take the request as normal
CSO:
- mode of interaction (over the phone or counter) If he is on the phone it would be great if you can capture his phone number if available
- time and date of interaction
- the reason he is contacting us
- description of his behaviour
- indication of how his behaviour has impacted you
- name of any officer who also witnessed his behaviour