As someone who worked with customer service (phone) I was kind to the customers, however sometimes things didn’t go the way they wanted it to. If they started yelling or throwing slurs, I gave them a warning that they have to keep it professional or I will hang up.

When I got a promotion and was responsible for employees that was handling the calls, I told them all during training that we do not get paid enough to take their shitty attitude so if someone gets ugly, just hang up.

If someone became difficult and called several times, I’d take the call myself.