Customer service worker shouts back at a caller who was yelling at her on the phone. Then she reveals she ‘almost got sacked’ for doing it

A customer service worker says she nearly lost her job after shouting back at a caller who was allegedly yelling at her. The worker, who posts on TikTok as @catfromnewcastle, shared a video of the confrontation with the on-screen text, “Throwback to when I almost got sacked for shouting back at a customer x,” according to The Daily Dot.

The 36-second video captures the worker raising her voice during a phone call and repeatedly telling the customer to stop shouting. “Stop shouting, stop shouting at me or I’ll hang the phone and I’ll pack that in now. Stop, I will not help you if you shout at me,” she says. The caller cannot be heard in the recording, so it is unclear what was said on the other end of the line.

After warning the customer that she would hang up, the worker appears to continue the conversation and explain the next steps. However, she has not shared details about her employer’s response or whether she faced any disciplinary action. Her claim that she nearly lost her job remains unverified.

She warned the screaming caller that she would hang up if it kept going

Her employer’s response remains unclear, as the creator does not provide more details about what happened after the call ended. However, the caption suggests that standing her ground nearly cost her the job, a claim that has not been independently verified.

Working in customer service is often exhausting, and the video’s comment section appears to reflect that. Many users were quick to offer their support, with several noting that working in customer service is “not for the weak.” The most-liked comment joked that hearing “pack that in” would make the commenter “shut up so fast.”

Other users described their own breaking points. One commenter claimed they quit a call center job after being “full-blown screamed at for an hour straight” without being able to defend themselves or end the call. Another said, “Don’t see a problem personally think you handled your self perfectly!”

Research suggests abuse like this is getting more common for frontline staff

The clip seems to have struck a nerve as hostility toward customer-facing workers appears to be rising. In the UK, research from the Institute of Customer Service found that 43% of customer-facing workers experienced customer hostility in the previous six months, a rise of close to 20% year on year.

The same research found that 37% of customer service workers were considering leaving their jobs due to aggressive behavior. The problem also hits employers, as 26% of those who faced abuse took time off work, averaging eight days. However, the Institute has urged businesses to adopt zero-tolerance policies and train staff to handle abusive incidents.

The Crime and Policing Act 2026 created a new offense of assaulting a retail worker in England and Wales. The Institute has pushed for similar protection to cover all public-facing staff, which could eventually extend to call center agents.

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