De-Escalation/Abusive Customer Protocol

Index

• De-Escalation Protocol
• Abusive Customer Protocol
• Scripting/Sample Responses

De-Escalation Protocol

Step 1: De-escalate the Call

Goal: Solve the issue without transferring.

1. Active Listening & Empathy Let the caller speak without interruption. Use empathetic language:

• "I hear how frustrating this has been. Let’s see what I can do to help."

• "I understand how frustrating that must be."

• "I can see why you'd feel upset about this."

• "It sounds like this has been quite stressful for you."

• "I appreciate you bringing this to our attention, especially when you're feeling so (frustrated/concerned/disappointed)."

• "I'm truly sorry to hear you're experiencing such difficulty."

2. Clarify the Concern Paraphrase or summarize their issue to confirm understanding.

• "Just so I understand, the main issue is..."

3. Provide Reassurance Explain your role and capability to assist.

• "I’m fully trained to handle these issues, and I’d like the chance to make this right for you."

4. Offer a Solution or Steps Present a clear, actionable plan to resolve their concern. Be confident and concise.

5. Ask for Agreement to Proceed

• "Does that sound like a good way forward?"

  • If yes: Proceed with resolution.

  • If no: Move to Escalation Process (Step 2).

(Agent Note: Be sure to leave notes of each de-escalation tactic that was attempted in the ticket).

Step 2: De-Escalation Failed (Callback Escalation Process)

Goal: Schedule a callback with a Tier 2 agent ("Escalation Department") instead of performing a live transfer or placing the member on a long hold.

1. Acknowledge and Position the Callback NEVER tell a member that no supervisor is available. Instead of a live transfer, use the following script to set expectations and allow Tier 2 time for a thorough account review.

Agent Script: "I understand you'd like to discuss this further with a supervisor. To ensure they have time to review your account details and provide a thorough resolution, I’d like to schedule a callback for you. Could you please provide the best phone number to reach you at in about 60 minutes? This way, you don't have to wait on hold, and we can ensure a supervisor is ready to assist you directly."

 

2. If the Customer is Adamant About Speaking to a Supervisor IMMEDIATELY If they push back on the callback, use this follow-up script:

Agent Script: "I completely hear your frustration, and I want to make sure you get the definitive answers you’re looking for. The reason I suggest the 60-minute callback is so the supervisor can fully investigate the history of this issue before jumping on the line. If I transfer you now, you may end up on a long hold only to have to explain everything from the start. May I get that callback number so they can come prepared to help you immediately?"

 

3. Requirements for Tier 2 Handoff & Logging Before you move the ticket to the Tier 2 queue, you must confirm and document these specific items using the member_escalation_request macro:

• Verified Phone Number: Confirm the best direct line for the callback. (Do not assume the number on file is the one they have handy).

• Detailed Issue Summary: Document the specific reason for the escalation. Include:

  • The member's Name and UUID

  • What attempts were made to de-escalate?

  • What remains unresolved?

  • What is the member's desired outcome?

     

• Slack/Teams Alert: Once the ticket is updated, you must post a notification in the #Member-Services-Inbound channel tagging Tier 2 to alert them of the pending callback.

Dealing with Abusive Customers

Step 1. Identify the behavior

Below are examples of unacceptable behavior from customers 

• "Unacceptable behavior includes, but is not limited to:
  • Verbal abuse: Threats, intimidation, personal insults, discriminatory remarks (based on race, ethnicity, gender, religion, sexual orientation, disability, etc.), swearing, or any language intended to demean or harass.
  • Aggressive behavior: Yelling, screaming, excessive demands, or any actions intended to disrupt our operations or create a hostile environment.
  • Physical threats or violence: Any gesture, statement, or action that suggests physical harm to our employees, other customers, or property.
  • Persistent or unreasonable demands: Repeated contact about issues that have been addressed or resolved, or demands that are beyond the scope of our services or policies.
  • Defamation or malicious communication: Spreading false or damaging information about our company or employees."

Step 2. Set clear boundaries

• Initial Warning: "If an interaction escalates to include abusive language or behavior, our representatives are empowered to issue a clear warning. For example, 'I understand your frustration, but I cannot continue this conversation if abusive language is used. I am here to help you, but I require respectful communication.' "
• Second Warning / Last Chance: "Should the unacceptable behavior continue after a warning, the representative will clearly state that if the behavior persists, they will be forced to end the interaction. For example, 'I want to help you, but if the abusive language continues, I will have to end this call/conversation. "
• Termination of Interaction:(THIS IS FOR EXTREME CASES ONLY) "If the behavior does not cease, our employees are authorized to immediately terminate the interaction (e.g., hang up the phone, ask the customer to leave, or cease responding to emails/messages). We will always attempt to inform the customer of this action before it is taken, if safely possible."

*Be sure to leave detailed notes of the interaction and to inform your supervisor of this call by providing them with the link to the ticket. 

Scripting/Sample Responses

Member calls in yelling about having to use Vida services.

"I hear how frustrating this has been. Let’s see what I can do to help." 
- Educate them on our services and how we are here to support them.
 

I’ve called three times already. Just transfer me to a supervisor now. I’m not repeating myself again!"

"Let’s look you up in our system so that I can inform them of the situation. May you please provide me with your 1st & last name with DOB? I see from the notes you’re calling about…….I can actually assist you with that! If needed, we’ll escalate to the appropriate party, but I’ll do everything I can to help solve this issue. It sometimes takes time to get someone else on the line and I don’t want you to wait any longer than you need to in order to get this issue resolved."

Member calls you outside of your name/racial slurs/ being disrespectful

"I understand your frustration, but I cannot continue this conversation if abusive language is used. I am here to help you, but I require respectful communication."