# Set boundaries with an abusive or harassing customer

Calm, firm messages for each stage of abusive behavior, from a first warning to ending the conversation.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Communication, Customer Support, Summarize, Explain & Teach, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/set-boundaries-with-an-abusive-or-harassing-customer

## Prompt

```text
Help me handle a customer whose behavior has crossed into abuse or harassment.

**What they've said or done (paste or summarize):** [MESSAGES]
**Channel:** [chat / email / phone / social]
**Their underlying issue:** [WHAT THEY NEED RESOLVED]
**Our policy on abusive customers:** [PASTE - or "none written"]
**What I've already said:** [PREVIOUS REPLIES]

First, classify the behavior: frustration (venting, swearing at the situation), abuse (insults, slurs, swearing at me), or threats (violence, doxxing, self-harm). Explain the difference briefly.

Then give me:
1. A message that acknowledges their issue and sets a clear boundary, naming the behavior, not the person.
2. A final-warning message stating what will happen if it continues.
3. A message ending the conversation, with how they can get help through another route.
4. A factual internal incident note: quotes, times, actions taken.
5. When to involve my lead immediately.

Rules:
- Stay neutral and short. Don't match their tone, argue, or explain my feelings.
- Keep working on their real issue as long as it's safe to.
- Threats of violence or self-harm go to my lead and our safety process right away; if someone is in immediate danger, contact local emergency services.
- I don't have to tolerate abuse to be good at my job.
```

## What to fill in

- MESSAGES
- chat / email / phone / social
- WHAT THEY NEED RESOLVED
- PASTE - or "none written"
- PREVIOUS REPLIES

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.