speaking to a customer like that
He wasn’t
, I wouldn’t expect to get away with saying that to the face of ANYONE in the workplace.
I’m betting the call handler wouldn’t either, OP overheard an off the cuff remark he wasn’t meant to.
If it had of been aimed at the customer then I’d of been in full agreement
And yes, have worked in a call centre, the naïve would be shocked at the things said about you when you put the phone down, good job the OP can’t here peoples thoughts.
As above, he’ll probably get sacked, OP will continue on in life like nothings happened.