Disconnected From Humanity

(I work as a universal consumer specialist in a telco call center in Australia. I get to talk to a lot of people everyday who love to try to endear themselves to us by being racist a**-holes.)

Me: “Hi, welcome to [Telco]. My name is [My Name]. How can I assist with your enquiry today?”

Old Lady: “Are you Australian? It’s nice to talk to an Australian. I hate talking to all those Asians; they never listen.”

(Already this puts me offside as we’re a very multicultural company and our onshore call centers have people of many backgrounds.)

Me: “I see. Well, I can assure you that I am Australian. How can I help you today?”

Old Lady: “I want to cancel my phone.”

Me: “Okay, I can assist with that. To be able to help, I’ll need to ask you some questions and also need to access your account. Can I have your phone number and [ID questions].”

Old Lady: “My number is [number] and [ID question answers].”

Me: “Thanks for that. I’m pulling up your account now. While that is coming up, can I ask why you want to disconnect your mobile today?”

Old Lady: “My phone isn’t working.”

Me: “I’m sorry to hear that; have you spoken to our faults team?”

Old Lady: “Yes, they said I need a new phone.”

Me: “I see. Sometimes that is the case with an older handset. Unfortunately, technology doesn’t last forever. If you like, I can assist you with options for getting a new handset so you can use your mobile phone service again?”

Old Lady: “No, I just want to cancel it. I tried going into a store to get a new phone. It was full of Chinese. I took a number and waited three hours. They were only interested in serving young Chinese people in there.”

Me: “I’m sorry to hear that, ma’am. Could I confirm that location so I can send some feedback to the regional manager for you? If you would like, I can also assist with new handsets over the phone.”

Old Lady: “It was [Location #1, the same suburb that she lives in, an area that I know is a lower socio-economic area, mostly full of student accommodations] and no, I don’t do these things over the phone.”

Me: “Perhaps I could assist you with finding an alternative store, so you can get a new handset and keep enjoying the service?”

Old Lady: “All right.”

Me: “I have a store at [Location #2]?”

Old Lady: “No, that is full of Asians, too.”

Me: “Okaaaaaay, what about [Location #3]?”

Old Lady: “No, I don’t go there; it is low class.”

Me: “Okay, let’s get you disconnected then.”