Handling Delusional Calls: The Backup Trick That Saved a Support Team
A call-center worker recounts encountering bizarre delusions from customers—phones spying, stalking by corporations, and government radiation claims—and discusses how mental-health issues can shape such calls. The piece offers practical guidance for agents: don’t validate outlandish claims, stay professional, and refocus the conversation on real issues, noting a clever backup method that helped manage these interactions.