[Alan]

I am not sure if it is standard policy, and what the purpose of that policy might be (if even legal) for your customer relations department to ask the race/ethnicity of every caller. Are you inferring the race of the callers by their dialect or accent? Are you certain that all the callers you assume to be ‘white’ actually are? I work in the construction industry and my experience is that black inspectors are much more difficult to deal with. Of course, in my area, most of the City of Detroit inspectors are black, while most of the suburban/rural inspectors are white. The City of Detroit (being large) has a much more beauracratic approach than the smaller municipalities and maybe it’s this fact, not race, that adds to the difficulties (most of the inspectors are also very courteous and kind WHILE they’re being difficult). Maybe you are experinecing something similar… A certain kind of customer from a certain area or economic group. Maybe you are even influencing their attitude by the way you respond to certain voices. As a person who deals with many customers face to face myself, it’s my experience that complainers and polite customers alike come in all colors.

User Detail :  

Name : Alan, Gender : M, Race : White/Caucasian, Age : 37, City : Flint, State : MI, Country : United States, Occupation : Electrician, Education level : High School Diploma, Social class : Middle class, 

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