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When Bad Behavior Is Accentuated

, , , , | Right | March 24, 2021

I work in a military-affiliated credit union call center as a level-two service rep. I have an accent, but I’m an American, born and raised, originally from the Midwest.

Me: “Thank you for calling credit union, my name is [My Name]. May I have your first and last name please?”

Caller: “Where are you?

I already know where this is going.

Me: “[Location], ma’am.”

Caller: “What’s the capital of Texas?”

Me: “Austin.”

Caller: “What are your [phone cuts out for a second] lobby hours?”

Me: “I’m sorry, ma’am. What location were you asking for the lobby hours of?”

I’m not a branch rep, so I want to clarify which branch she is asking for. Of course, she makes the assumption I don’t understand English well.

Caller: “What’s the capital of Virginia?”

Me: “…ma’am, I have no idea. I was born and raised in [Midwestern city]. Capital is St. Louis.”

I screwed up on the capital because 1. I was pissed, and 2. I forget Jeff City is even a thing most of the time.

Caller: “I don’t have much confidence in you, [My Name]. Can I speak to someone else?”

Me: Eye twitching. “…sure, ma’am. Hold on the line for a moment while I grab a coworker.”

She disconnected while on hold. I made sure to remark about her attitude and behavior in a professional manner, then take a few minutes of personal time.

That pissed me off. My accent is a result of legit brain damage. I have wonderful coworkers that are actually from foreign countries, all Americans, and somewhere in one of our US service centers. Even if we had outsourced service centers, who gives a d***?

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