Mock Call with a Verbally Abusive Customer (SHORT VERSION)

Here's a full mock call with a verbally abusive customer. This will give call center newbies an idea as to how to remain calm, assertive, and firm when handling a verbally abusive customer. If you need the version with explanations, watch this: https://www.youtube.com/watch?v=rm6jfkXdB7Y&t=311s