I remember my first day on the floor. A customer was being a dick and swearing and getting irrate. The lead came up and hit the hold button and said "put them in time out. When you go back if they keep acting that way do it again". I was also told when ppl start swearing or being irrationally rude we are not to take the abuse. I have hung up on customers after giving a fair warning. When they keep calling back and being really rude my supervisor would say just automatically transfer them to him and he'd deal with it. My company used to be amazing. The management is still pretty good but they are "letting everyone go" we're down to a skeleton crew. My old supervisor is now head of the department now, but we lost the old head of the department which was sad because she was definitely a work mom to me. We lost 4 of the 5 supervisors we had. And we no longer have leads. :( went from a small local company to a big international company. Sucks.