Had The Race Card Clocked From The Start

, , , , | Right | May 11, 2018

(I work in a department dealing with troubleshooting and appointment management. I get the shock of my life with this phone call.)

Me: “Thank you for calling [Company]. This is [My Name] speaking. How may I help you today?”

Customer: “I don’t know if I need someone who speaks Spanish. If you want to deal with me, you can.”

Me: “I understand you clearly and would love to help you out. May I ask what issue you are having this afternoon?”

Customer: “Yes, a technician was out here today to give me a new box, but it isn’t the box I wanted. I want the one with the clock on it.”

(I then inform the customer that I’m looking over her account to see which box was ordered. I realize right off the bat that she received the box she ordered. We just don’t carry the one with the clock, anymore.)

Me: “I see that you have the box you ordered; unfortunately, we no longer carry that type of box with the clock on the front.”

(The customer then proceeds in what was once well-understood English, and is now a mix of English and Spanish, in a very upset tone.)

Me: “I apologize that we no longer have those types of boxes, and for your inconvenience. Is the box working properly?”

Customer: “Yes, the box works fine, but I still don’t have a clock.”

Me: “Well, there is no way to guarantee that the b—”

Customer: “My son-in-law in [State] just got a box with the clock; why did I not get one?!”

Me: “Ma’am, the warehouse closest to your son-in-law more than likely still had those in stock. We cannot guarantee that the box has a—”

Customer: *becomes enraged* “You’re just discriminating against me because I’m Hispanic and I’m old. Just because I’m Hispanic, it doesn’t mean that I don’t have a brain.”

Me: “I understand you perfectly fine, [Customer], and there is no discrimination here. We simply didn’t have a box with a clock in sto—”

Customer: “I want to speak with a supervisor! You’re discriminating against me; you don’t want me to have a box with a clock on it. My son-in-law has one, but I don’t! I want that clock!”

Me: “I’m sorry you didn’t get the box you wanted. And I will get you through to a supervisor, but first I need to know the reason, so I can let them know the nature of this complaint.”

Customer: “I’m being discriminated against because I’m old and Hispanic. You did not give me a box with a clock on it!”

Me: “Okay, I will let them know that, and I hope we can get this issue resolved for you as soon as possible.”

(The supervisor is ready for transfer. I proceed to explain the complaint, word for word as the customer said, and the supervisor lets out a hearty chuckle.)

Supervisor: “So, I’ll just explain to her pretty much everything you just did.”

(I’ll never understand why people always throw the race card into the mix when they don’t get their way.)

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