Customer Service: When A Customer Makes A Racist Remark

1. When a Customer Makes a Racist Remark By VanSight

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3. The Situation One of the most offensive things one person can say to another is to make a racist remark - a negative comment about the person’s ancestry, culture, heritage, or skin Color. It’s unacceptable in any civil social situation and it’s no less unacceptable during an employee - customer interaction. And let’s not make the mistake of assuming that racist remarks are uttered only by those in the “dominant culture.” No particular group has a monopoly. Racism is racism. But how can you handle such a situation in a professional way that does not open you up to a long, drawn out argument? 3

4. Techniques Used 4 Setting Limits

5. Dialogue 5 In this example, the customer makes a remark about the employee’s skin color. In this example, we’ll use the color green to refer to the employee’s skin color. Customer: Well, I guess I shouldn’t expect you green people to have any brains at all. All of you are brought up in barns or something. Employee: I’m willing to help you conduct your business with us, provided you don’t make any further comments about my background. If you do make any further remarks like that, I’m going to end this conversation. It’s up to you, but I need your agreement before we can continue.

6. Dialogue 6 Customer: I have a right to my opinions. It’s a free country. Employee: It seems like you’ve made your choice, so I’m ending this conversation. If and when you are willing to talk without negative remarks, I’m willing to help. But right now, this conversation is over. You may warn the customer once more and tell him that you would be disconnect the call for his remarks. The company will gladly help him when he has cooled down and calls again.

7. Explanations 7 This is a volatile situation and there is no perfect solution. What you want to do is make it clear that the customer must meet a certain requirement - to stop making Racist/negative comments - if the conversation is to continue. That’s why the major technique involves setting and enforcing limits. In setting the limits, it’s important to do so in as neutral and matter-of-fact tone as you can muster. The less you show emotional reactions, the less likely the situation will escalate. Setting limits is a first step. The much harder part is enforcing the limits you set. If this conversation occurred on the phone, you could terminate the conversation, since that’s something you have control over. If it occurs in person, let’s say in your company’s office, that’s much tougher, since you do not have direct control over whether the unpleasant customer leaves or not. You can refuse to interact further.

8. How to Diffuse the Situation 8 While you may be completely outraged by the remarks, keep in mind that your job is not to make the customer into a better human being. You will always lose if you engage in a long lecture about making racist remarks. Keep things short and simple. Don’t argue. There are times when the best path is to do nothing to get the person to disconnect the call. Try not to escalate and try not to back yourself into a corner, literally and figuratively.

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