Call Flow Assistance

For assistance with getting through your call, please use the link below. The tool covers most of Fandango.com related contacts. Remember to ask your customer for a brief 1-2 minute hold, and check in with them if you are still looking through the tool.

• Call Flow Tool

• HOW TO HANDLE IRATE CUSTOMERS

A customer using profanity is not grounds to end a call. However, if the customer using abusive language towards the agent, then the agent can

1. Advise the customer that they would like to continue speaking with the customer, but the call will end if the customer cannot speak in a professional manner.

2. If the customer continues to abuse the agent, then must tell the customer, “Unfortunately, due to the language being used, I will have to end the call.”

3. The agent can then disconnect.

4. The agent should alert a supervisor immediately, who should then alert CET with incident/caller’s info.

In the event that the customer does regulate their words after step 1, the agent should continue with the call. If the customer ask to speak with a supervisor, the agent should get a supervisor or escalate to CET.

In the event that the customer is using egregious profane language, such as racial slurs, homophobic slurs, extremely misogynistic slurs, etc, the agent can skip step 1 and go to step 2 and follow the protocol. I do not expect anyone to have to endure that kind of abuse. Please let me know if you have any questions or concerns regarding the protocol for these types of calls.