Is there (or shouldn't there be) a law that doesn't allow customers to say bad words/ insult to customer services agents in a phone call?
I just think that if customers feel bad, they shouldn't say the "f" word (or any word similar to that) nor discriminate/insult you or of where you are from (like customers would say "you don't understand because you're an Indian/Filipino,etc" or something else that is similar to that.).
I think there should be a law that doesn't allow them to say those things because some customers do abuse.
I know that customers get frustrated but if the agent has been nice and is just doing his/her job like it's just the only thing they can do, the customers shouldn't get mad and say something that would insult the agents. The agents are following policies that they cannot bend.
They can always write directly to the head office or ask for a manager, but saying something insulting to the agent is not fair especially that the agents are not allowed to fight/insult back.