IT’S IMPORTANT FOR ALL AGENTS TO KNOW THAT AT NO POINT YOU ARE ALLOWED TO TRANSFER CALLS WITHOUT A NEED OR BE RUDE EVEN IF THE CALLER SHOWS RUDE BEHAVIOR!
IF THE CALLER HAS RUDE BEHAVIOR, ALL YOU CAN DO IS REMIND THEM TO KEEP IT FRIENDLY, AND IF IT GETS TOO INTENSE, YOU CAN USE THE FOLLOWING WARNING SCRIPTS:
Profanity is used on the call (not directed towards the agent, but towards the situation):
-I understand how stressful and frustrating this situation is, and I will be happy to assist you with an explanation or reach a resolution. However, I am asking that we keep this conversation professional and courteous.
Profanity is used on the call (directed at the agent specifically, 1st warning).
-I understand how stressful and frustrating this situation is, and I will be happy to assist with providing an explanation or reaching a resolution. I do ask that you keep this call professional.
Profanity is used on the call (directed at the agent specifically, 2nd warning).
-I know that this is a stressful situation, but I do need this call to remain professional or else I will need to disconnect this call.
Profanity is used on the call (directed at the agent specifically, Final Warning w/ disconnection).
-I have asked several times for this call to remain professional and at this time I will no longer be able to continue this call. Thank you for calling Natera.