How does a customer service rep politely tell a person on the line to stop interrupting him/her?

I have been reprimanded for politely (yet firmly) saying, "Let me finish," when I am trying to answer question #1 as the customer is firing questions 2, 3, and 4 at me. Even a very polite, "May I answer your question?" was seen as too rude. I have been tempted to say, "Here's how it works: When my mouth goes open, yours goes shut. Capiche?" The worst I have ever gotten was a firm "Stop interrupting me!", which still brought a dirty look from my supervisor. Hard to give the person the info they seek if they won't let you talk. (The kindest thing I've done is to say, "If I could get a word in edgewise...")

I don't understand ... are you being paid per customer? I doubt it. What you need to remember is that your employer is paying you to answer their questions and be nice to them. As another responder said, sometimes they need to vent. And if you can do that and make them feel good, they will appreciate that even more than someone who has all the answers. Take notes of things that need to be addressed while they're talking. Your notes don't have to be detailed ... they can just be reminders of what the customer said. And when they're done venting, you address their last question first since it's still fresh in your mind. Then you bring up the other ones. Say something like, "didn't you want to discuss _____ also ... ?" "and what about the issue about the ____ ... ?" It's really not that hard to do, and you are not only making your employer happy, but you are making your company look more reputable. There's nothing that makes a company look better in a customer's mind than being satisfied with customer service over the phone. It's good for their business which means it's good for your job security. And as a bonus you're making someone's day a little brighter.

If that's the worst you have to put up with, you are one lucky guy. I actually like the ones who need to vent, because it's so easy to make them happy.

Remain completely silent..and allow the person to rant and rave......I am serious...just say nothing...they will notice you are not talking and then you can say....

"I wanted to make sure I understand everything you were saying. I have been taking notes....now let me read this back to you.....then do so.............then ask.."Is this correct?"

They will answer....then you can say...."This is what we can do.......................would that be satisfactory?"


I know your job is difficult...and I hope you can leave it when your shift is over....

I don't see a problem with "May I answer your question?"
Maybe you should try "Please allow me to assist you sir or ma'am.".....I learn the best way to handle irrate customer is to act as if your on there team and remand very calm.

if you are sensitive about how people talk to you then you shoudnt do that job. if you keep being rude you are going to get fired and have to work somewhere else, if you can get it.

source: having done it and having been a customer

Say okay let me answer your questions one at a time okay so you want to know blah blah...
Then answer that one and go to the next question.

I know exactly what you mean. I have been through that many times. One thing I was taught many years ago is that many callers really need to vent. Interrupting is a sign that they still have a need to say something. In the long run, it takes less time to just wait for them to stop and then answer them. That is pretty much rule number one of customer service. But I, like you, have been guilty of occasionally saying, "OK, would you like me to answer your question now?" Sometimes, I realize my tone is a little edgy, and then I make sure that the next sentence out of my mouth carries a smile with it. Believe it or not, the customer CAN hear that smile over the phone. When you are smiling, they can tell it in your voice.

Customers are usually very impatient and insensitive to anyone else except themselves. So no matter how polite you wish to be is still never enough. This because in business service staff are suppose to be ever improving themselves to the customers' mercy. There is never a advertisement of good customer behaviour attitude. So that is never expected from them. When we service people give more and more the customers will demand even more- it is a vicious cycle. There is only one thing that can make customers behave - reward - 10 min's patience can bring out the best or the worst of us.

I have been in a similar situation where I get peppered with questions and no time to respond to any of them. I usually say something like "One question at a time please." Sometimes they just want you to listen. I guess you could jot down the questions on a pad of paper while they are giving them to you so you don't lose your train of thought. In a way someone who is going on and on is doing you a favor because they give you more time to think of answers. Myself I have a hard time remembering everything a person says to me if they don't let me process the information or stop them for clarification. If you are evaluated on your job for resolving the maximum number of issues from customers in the least amount of time, it would tempt you to be short with people who blather on.

Even if the customer is a complete ashole he IS an ashole with money, so you should be extra polite with him or her. When you hear the old saw "The Customer is always right" I think what that means is "Don't argue with the customer no matter how stupid they seem."