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In customer service provided over the phone when the customer is abusive1st we try to calm down the customer. Then we warn the customer that this is a profesional call and he should not be using profanity on the call. If even that does not work we are supposed to give3 warnings and then disconnect the call from our end. But we should always remember we are like the shock absorvers of the organisation. Should understand the customer may be angry at the company but there is nothing personal about it.
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