Hanging Up. It is OK to hang up on riders who are out of line and unwilling to get off the phone. You just need to tell them politely that we need to keep the line open for other callers and repeat whatever other message you have been conveying -- e.g. my supervisor is not available today
but will get back to you on Monday or I don't have an update on the bus's location, but we will update everyone on your trip as soon as I do.
Profanity. Give people ONE warning when they use profanity with you, e.g. when it happens, say, "This is your one warning against using profanity. I will have to discontinue this call and block your number if you continue to speak to me with that language and in that tone."
Blocking Phone Numbers
To block callers:
Mouse over their number from the Contacts tab in Freshcaller
See the block icon (circle with a line through it) to the left of the number
Click that and they’re blocked.
You must add a note on the ticket to alert me to any callers that are being blocked. This should be done SPARINGLY.