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A trained customer service representative should be able to deescalate the call. When a customer utilizes abusive language they should be trained to quickly react with expressing empathy for your customers frustration. Customer just want to vent and unfortunately its the nature of the business (CUSTOMER SERVICE BUSINESS). Two wrongs don't make a right.
In addition, I can see how your company would make a decision to eliminate this type of freedom from your customer service representatives. Unfortunately, some (not all) customer service reperesentatives may have taken advantage of this situation and disconnected for no apparent reason. For instance, what I find offensive may not be offensive to the next representative. Cursing at the situation doesn't mean cursing at the representative. My suggestion to you is not dispute the policy but, encourage your associates to utilize the skills needed to deescalate the call.
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