This story is one that still bothers me, even after all that happened.
I need to preface this: I'm proud of my heritage and I understand the sacrifices my grandparents had to endure so my mother would come out ahead. They were Mexicans that came over legally, gained citizenship, and contributed to their community. They worked very hard. They even became completely fluent in English and Spanish in a time when that was more difficult.
As we all know, most IVR's (Interactive Voice Recording, or the robot person people hear when they call a number) will give an option to speak in Spanish for those who prefer it. I swear, this is a magnet for SC's/bigots.
While working on the phone once, I get a call from a lady discussing her bill. I get through that problem (her fault, actually. She wasn't watching her daughter enough), when she finally says the words I've come to dread, "Lemme tell you something...."
It broke down like this:
CUST: Lemme tell you something, I don't like being asked if I speak Spanish. Everyone should speak English because that's our language.
ME: (annoyed, but still trying to be polite) Well, I'm sorry you fe-
CUST: Well you should be. I'm a God-fearing woman and shouldn't be insulted this way. After all, everyone knows those Mexicans don't do a damn bit of work. They're lazy. They just sit around and make babies so they can get more money out of the government.
ME:(getting very angry) Ma'am, this has-
CUST: They just sit there and don't do a bit of honest work in their lives. And now because they keep crossing over, we have to cater to them? Hell no!
ME: (barely keeping voice level) Alright, Ma'am. Anything else I can do for you?
CUST: No, I-
ME: Thank you for calling. (release call)
I take myself out of the queue, stand up very slowly and walk to my supervisor. He sees me and immediately asks what's wrong. I explain the call, still trying to keep a level tone. At the end, I asked, "May I please cancel her account?"
He smiled and said, "No, but we can make it so she has to write to us if she needs anything." I nodded. That would be acceptable.
Even to this day, my blood burns when I think about what she said. She didn't know that she was speaking to one of those Mexicans she despised as I never told her. But I get an odd feeling she would have said it anyway.
I need to preface this: I'm proud of my heritage and I understand the sacrifices my grandparents had to endure so my mother would come out ahead. They were Mexicans that came over legally, gained citizenship, and contributed to their community. They worked very hard. They even became completely fluent in English and Spanish in a time when that was more difficult.
As we all know, most IVR's (Interactive Voice Recording, or the robot person people hear when they call a number) will give an option to speak in Spanish for those who prefer it. I swear, this is a magnet for SC's/bigots.
While working on the phone once, I get a call from a lady discussing her bill. I get through that problem (her fault, actually. She wasn't watching her daughter enough), when she finally says the words I've come to dread, "Lemme tell you something...."
It broke down like this:
CUST: Lemme tell you something, I don't like being asked if I speak Spanish. Everyone should speak English because that's our language.
ME: (annoyed, but still trying to be polite) Well, I'm sorry you fe-
CUST: Well you should be. I'm a God-fearing woman and shouldn't be insulted this way. After all, everyone knows those Mexicans don't do a damn bit of work. They're lazy. They just sit around and make babies so they can get more money out of the government.
ME:(getting very angry) Ma'am, this has-
CUST: They just sit there and don't do a bit of honest work in their lives. And now because they keep crossing over, we have to cater to them? Hell no!
ME: (barely keeping voice level) Alright, Ma'am. Anything else I can do for you?
CUST: No, I-
ME: Thank you for calling. (release call)
I take myself out of the queue, stand up very slowly and walk to my supervisor. He sees me and immediately asks what's wrong. I explain the call, still trying to keep a level tone. At the end, I asked, "May I please cancel her account?"
He smiled and said, "No, but we can make it so she has to write to us if she needs anything." I nodded. That would be acceptable.
Even to this day, my blood burns when I think about what she said. She didn't know that she was speaking to one of those Mexicans she despised as I never told her. But I get an odd feeling she would have said it anyway.
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