why do I get better service from Black customer service reps.?

Question

I just got off the phone with my cell phone company. I was disputing a charge on the bill. My phone broke. I sent phone off for repairs and they sent me back a brand new phone, but charged me for it. I didn't ask for a new phone. I would rather have gotten my old back with all my ringtones and pictures on it. but they sent me a new one (empty) and had the nerve to charged me for it. The white lady basically refused to adjust it. I hung up on her called right back and got a black dude. he had no problem adjusting. Why is that? why was the white lady acting like if she adjusted the bill the money was coming out of her pocket?

Not all white reps. are bad. But it seems like the bad ones are always white? (and yes, I can tell when I am talking to a black or white person on the phone)

ron M - sorry, the foreign reps ae the worst. It like talking to a recording. only the recording isn't in english.

Answer 1

LOL!!! I hear you.

and as a CS rep... my worse Irate happen to be white people. No pun intended but when ever I see an ethnic name, I just breath a sigh of relief :)

Answer 2

Ok, y'all- Let's be fair. He asked, "why do I get better service from Black customer service reps.?" Had he asked, "Why do black customer service reps. give better service," then I would understand why some might think that perhaps he is stereotyping. Likewise, he made a point to say that not all white reps. are bad. And he added a question mark after, "But it seems like the bad ones are always white." This tells us that he isn't lumping all white C.S.Rs into the same pile of dung. Although I do giggle a bit whenever he claims to be capable of distinguishing whites from blacks based upon phone conversation. I just don't think it's possible 100% of the time.

Anyway, that being said, I think a lot of people tend to discriminate based upon who they think they're speaking with. No, I don't believe that every C.S.R who gives poor service is doing so for that reason. But I think it does happen quite often. Test the theory if you have the ability to change your voice, your accent, speak different dialects, etc... (Of course, it has to be totally believable.)

Answer 3

I think it's more the individuals then it is the race. I have experienced bad customer service from both blacks and whites. As$holes come in all shapes, colors and sizes.

I had to get out my car and go in Wendy"s to check this black girl in the drive thru because she got smart with me. So my people can be rude as hell too!!!

I think the worst customer service come from the younger generation now. The kids born in 80's and 90's. They have no respect for them selves or adults. They have no respect for authority either. That's why when you call any company now (if you get someone in the US) most of the time it's a young rude as s that doesn't care.

Edit**

Yes, we assume from the tone of a person voice or the sound and dialect used the person ethnicity. We will assume that persons race.
People make mistakes with me all the time on the phone. On a daily I'm told I sound like a white woman. My own father will call my job and I will answer my line and he still ask for me sounding confused when I say it's me. He always says " you sound like one of them white girls" I didn't know that was you. I say " yes, daddy. It's me"

I also have a good friend that's white and she sounds like a sista on the phone and in person.

So yes, we do assume we know who's on the other end of the phone and I am gilty of it too.

**Edit**

People don't like to hear the truth; that's why I got the "thumbs downs". Doesn't bother me none.

Answer 4

Perhaps, and I'm just guessing here, but maybe white people treat white people better and maybe black people treat black people better?


That said, in my experience with my cell phone company, I've been handled well by everyone I talk to, black, white, brown and purple. So, it could just be a generalization on your part.

Answer 5

The majority of rude and unhelpful customer service reps I've dealt with have been black. Could it be perhaps that you subconsciously talking to her in a manner or tone that you would not have talked to a black person with? Could the black guy have helped you more satisfactorily (maybe even breaking rules that the other lady was not willing to break) because of his own bias? The fact that you know the guy was black is an indication of either conscious or subconscious bias on the behalves on both you and him. Cell phone companies suck period...they are all pretty much all money grubbing frauds.....but I can assure you there are just as many mannerless black CS reps as white.

Answer 6

I can't completely agree with you because I usually have a problem with the reps that don't speak English well because I don't understand what they are saying and then they usually get frustrated. But I feel that all customer service is horrible now because one person may tell you one thing and then someone else will say something else.

Answer 7

I get better service from blacks, too. I have experienced this several times, so it's not just a coincidence. I think it's because they are racist. I will get a thunbs down for this, but it's the truth. I hang up on the foreign reps because I don't understand broken English too well.

Answer 8

I don't agree with you, however I have had many black and indian customer service agents (almost all) that I could not understand because of their accent or they were totally speaking ebonics and I would just hang up on them and call back till I got someone I could understand.

Answer 9

i dont know, maybe they can't tell if you are black or white. but i find that some black people treat white people horribly. I will elaborate.
Our high school debate team has to work the concession stand to raise money, and everytime a black person comes up to my window, they yell at me and say "hurry up cracker". so i make them go to the end of the line, but they just cut back in and they try to steal our money and candy. they are just rude and they just annoy me. maybe its just the black customers that are bad and rude. i have maybe 5 nice black customers.
and i only mean some, not all btw

Answer 10

Coming from you $0.02, I am stunned to hear such a diatribe of stereotyping. You are usually more thoughtful and fair with your critiques. I understand that you may be disappointed with the level of service you recieved, but, to blanket all white customer service reps is not fair. You got poor service from rep 1 and rep 2 straightened out the matter. There's no need to mention race. Relax Brother, it's alright!