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Why Is Good Customer Service Lacking Amongst Black People?
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- Опубліковано 29 лют 2024
- Host: Ursula Mariani │Instagram: shortest.link/...
Co-host: Sibonganjalo Botha │ Facebook: shortest.link/...
The Tech Guy: Given Masilela | IG: / givenillustrative
Technical Director & Videographer: Given Masilela │ Instagram: shortest.link/...
Producer: Sibonganjalo Bonga Botha │ Facebook: shortest.link/...
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TikTok: / theconversationcapital
Instagram: / theconversationcapital
Facebook: / theconversationcapital
To put into a deeper context, one cannot speak of Race matters(black in this instance) without looking into the history of this country. A history that confronts us with the reality of degradation and inequality... A history that taught us to hate on each other.
I guess its time for us to make the change and be better
I worked in customer service in the financial sector. I've noticed that my colleagues don't treat all clients with the same level of respect. White passing clients will be treated with a professional tone while Africans are greeted in a non chalant conversationalist way.
It's worse when the client doesn't have the conventional English accent. My colleagues in the past have been afraid that whites are knowledgeable to ombudsman, complaints and grievance channels. They would only go the extra mile for the stereotypical learned African.
That being said treat everyone with the same amount of respect, from the cleaner to the CEO. That is how you build a good rapport.
I actually also would've loved it if you touched on being a younger woman receiving terrible service from an older woman 😭😭
I'm with Ursula here is has everything to do with race & gender. IT IS THE DEFAULT. The other reasons are outliers, the common reason is racism & sexism. We don't have to individually scrutinize every situation, it is okay to assume
Blaming such situations on race and sex is not ideal. I watch black women be treated by other black women the same way all the time.
The truth is, people are just angry and mean. There are more angry mean people in the world than there are racists and sexist.
You will not identify the true problem if you always victimize yourself‼️
Can we also discuss how we are called bo "Chomi" by our black retail workers 🤨😬
I haaaaaaate it omg!
The lack of professionalism literally drops the moment vernac is used to communicate with a customer
Yuhhh I feel like chommie is better than communicating with people who have a bad habit of calling everyone "gogo" that just really makes me mad,
Worse still being called Mamzo or Mama by someone your age, always ticks me off the wrong way.
I can't stand that. That's the familiarity that breeds bad service because things can slip with a friend and it's okay. But we're not friends!
I love this topic guys, I have felt a drop in service over recent years and lack of courtesy towards paying customers. But the key lesson here that was raised, lets treat every person, with the highest level of respect not just selected people (whomever that may be). As South African's we often betray our own people, because we have unresolved issues with our own identities. Apartheid taught us that people of colour had no worth. That horrendous experiment, worked well and is still reverberating through out the ZA society today. Let change the narrative, treat everyone we come into contact with, better than we were ever treated. If there is drama, walk away, to diffuse situations. Our parents had no choice back in the day, we have all the choice and all the opportunity to fix how we deal with each other ...
The podcast where i like before watching because i know the content is fire and I am going to learn something new. I always take notes because the capitalist conversation requires an open mind and a heart that is willing to learn. Thank you for the free education, lessons and awareness. Mind blowing conversations.I am happy to be here.
The guy is smart, I like how he broke it down! It's really tiring this "black, female" victim mentality 🙄.
I agree with Ursula on the black and female struggle we do get disrespected a lot and have to prove ourselves more often.😮
True, the black woman has been at the bottom of the food chain since millenia and finally we are in an era where she has a voice. Proving her worth is always on steroids from sport, education across the board
No guys, this topic is so valid. I've worked with our people and other races and I have found such a difference in work quality. So much that I honestly am just like, yeah no, I would rather the other option because I just know we're going to end up quarreling about bad quality. It's so hard to admit because...you know. The truth though, we need to step it up
“How many people care about white girls degrees?!” 😮💨😮💨
42:12 yes it would 😅. The investment in workshops and facilitators is huge. Even uniform quality adjusts your attitude as an employee. I once worked at clicks for 18 months and probably attended 10 5day fully catered training sessions. I literally became that brand during my time there and to this day am rather judgy of the service levels of different stores.
anyone who has been in an interacial relationship relates, its bizzare how when i was with a white ex the treatment we got at restaurants was top notch in comparison to now with my current. one way i make sure i get good service is not engaging in vernac or use slang, that way the relationship remains strictly proffesional.
I love you guys, you make a wonderful team. Beautiful conversation as always♥♥.
guys I'm i glad i watched this show, how you unpacked and debunked this matter is very profound and humbling at the sometime. props to you guys for splitting heirs and tackling this issue and putting it into perspective.
I understand that Given didn't necessarily invalidate Ursla's experience but trying to explain to a black man why being a woman is so challenging is the same as trying to explain why being black is difficult to a white person. They're very quick to justify & nullify your experience & have you believe that you're jumping to conclusions. It's one of the reasons why I don't engage in these conversations with men because if it's not their reality then it's not true🤷♀️
I think you are being polite 😊, he invalidated her experience.
I enjoyed this conversation. Took a lot of lessons from it! Danko!
Luv from Jamaica
I must say i completely disagree with your understanding of what a Karen is. A person who demands a high quality of service and is always willing to complain is not a Karen in my view. My own definition of a Karen is someone who assumes an authority they do not have and then proceeds to inforce rules that do not exist. These people are the worst because they believe they are doing the right thing and that they are acting from a place of altruism. E.g a karen is the type of person who doesn't work for the police or any parking enforcement but will come and argue with you about where you are not supposed to park and then will invent some rule that you are breaking and when you question them like who are you to tell me this they will then call someone and lie about you threatening them etc etc etc. The issue with the gold ring speaks to a problem a lot of woman suffer from. They are not willing to say i do not know or i do not have an answer instead they create a story in their head that they themselves end up believing and will destroy people's lives baised on incorrect recolection of events or simply not remembering or not knowing. Basically if you do not know or do not remember say that and stop bieng a perpetual victim.
I think black people take kindness and friendliness for weakness and make you a pushover. It's true that we need a little bit of a Karen just for control. Retail is treacherous for customers.
I live in Cape Town and here in most places, you have to fight for that respect, good service etc. as a black person. I look forward to days when our society/country moves past or beyond things of this nature, where you don't have to be a "Karen" for you to end up getting a service you're paying for. I concur with the shift in attitude when customers of different color are being served, I once had to report to a manager this less-than attitude received from their staff. It's all VERY VERY exhausting!
If I look down on myself, I will look down on fellow black people. If I accept nonsense, I will expect other fellow black people to accept nonsense. It is true, how people treat you is a reflection. Domestic workers are the worst, how they treat their white employers is different from how they treat the black ones
it's Bonga using formal Afrikaans greeting for me. Took me out!
Some people test how far they can take it with you. It's important to have a Karen in you, but just know when to use it sha lol
Yes, Emmet Till. He was 12 years old.
That's a really heartbreaking story...
Got a lot of gems 💎 from this. Keep it up.
Ps. I thought a Karen referred to white women specifically- which encompasses racism & “white woven tears “
Interesting convo and great looking podcasters
This is one my top 5 fav podcast#Chiller#Pen#PapaG@Cliff
Position and power dynamics are two big factors that determine how one gets treated.
Even in the service industry black workers being disrespected by other races and their own and women being undermined by customers/clients
Blaming such situations on race and sex is not ideal. I watch black women be treated by other black women the same way all the time.
The truth is, people are just angry and mean. There are more angry mean people in the world than there are racists and sexist.
You will not identify the true problem if you always victimize yourself‼️
@vuyonkosi209 it's not ideal but it is reality a large number of times. I've seen as close as you can get with 1:1 comparisons. I hear you and agree with you but always remember the are many instances were this is exactly what's happening don't assume I am referring to all instances when I say this.
Givens Akermans story actually reminds me of a friend of mine who was arrested because she 'stole' slippers 😢
She was there (at another retailer) with her mom and sisters and was helping pack but didn't realize the slippers weren't scanned. She has a criminal record and spent the night in jail.
Eish..the black on black hate is sad
OMG my brother took a vacant trolley at Checkers Westgate and didn't notice that someone had left their medication in there. He was helping my mom and aunt shop. Way later at the checkout they noticed the plastic and notified the store. Did they not call security on my brother, the older black lady who the medication belonged to accused him of stealing the plastic and insinuated that he was going to consume the medication for drugs. They spent hours at the centre holding cells. The black security guards and the lady were treating my family so badly. My mom recorded while she was begging and trying to explain the misunderstanding. But they went out of their way to embarrass them. They were just unreasonable. Luckily the police we not called but till today my brother lives with that trauma.
I'm so sorry about your brother. That must have been such a horrible experience! Askiesi tlhe
Much ❤ guys. But are you available on Spotify? If not, we need you on that side.
🎯 conversation
Great content guys
Love the content 😂❤❤
Some Karenness is Good for Progress in the World! Thx for your Confessions
I enjoyed the conversation ❤
No the is no shoprite in Sandton or suburbs
37:10 37:14 Disproportional rage. 😢😢Inkinga lento.
That Karen face was real!!!
Mmm I find it quite interesting how Given was somewhat subtly "dismissive" of Ursula expressing the experiences of being black and a woman and how that can result in how people treat you, he went on about victim mentality and the scar experiment yet at the same time mentions how as a black man you are always assumed to be the perpetrator, even using Emmett Till as an example, which is not wrong but surely black women (who experience both racism amd sexism) can talk about their experiences without being told they are trying to be victims. That "blindspot" black men have for black women reverts to the issues of patriarchy that both black men and white men have, I found it very interesting. Being dismissive of a black woman's experience whilst you want sympathy for yours, guess why these so called "gender wars" amongst black people exist, even if its only on the internet. I know personally as a black woman there is a difference in the customer service I get when I am with my partner or father and when I am with my sister or by myself, it goes back to the many intersections black women have.
Well said! I saw what he did there as well
Ursula
Yebo. Wang bitsa?
@@ursulamariani8245The cookies at the beginning, is that a sponsor or what?
Where can I buy those, I see them in movies. I am serious
Hai Ftshek get inside 😂😂😂😂😂
i will rant on hello peter!!
😇
Unfortunately is usually WOMEN....they bring their issues from home with them
The taxi industry remains guilty 😂
❤
The guy keeps tryna mansplain what the woman has experienced because he is not a woman and has not experienced such tests.
This was a really good episode! I have a developing thought, triggered by this video on Complex trauma and bad service: ua-cam.com/video/jcpX-2O4HwM/v-deo.htmlsi=G_ihNo-HP0n_SbLU
Could it be that the levels and complexity of our trauma as a people, is actually the primary driver of bad customer engagements? Both on the part of the service employee and the customer.
Sometimes, as a customer, we don’t always go into Karen mode, despite fitting the profile, but actually just break down and cry at feeling so disempowered in a bad customer service interaction. In my case where this happened, I can see how it was a trigger for similar feelings I’ve experienced in the past. Even the Karen mode might sometimes be activated by feeling unseen, unheard, rejected essentially.
Those that can’t activate their Karen mode, due to their socio-economic status, are likely perpetually feeling rejected and unseen, like they don’t actually belong.
Even outside of these service engagements, I think as a people, we aren’t always the kindest to each other. So e tlotswa kae that level of sensitivity when we’re at work, serving each other? And companies do surface-level training, giving people scripts to follow, but not necessarily dealing with the core of the HUMAN and why they battle with acknowledging and respecting the other person.
I think what’s needed is trauma-informed customer service training.