I’ve been working in a bank call center for more than four years now and at the end of a good call, when I’m not too tired, I remind the person on the other line that “I’m Maddie from Manila.”
There was one call in particular that triggered this.
It was from an old woman whose concern I was able to resolve who said, “I’m glad I was able to reach you today. I always get Filipinos and they never get things done.”
And I said, “I’m Filipino.”
Then, she asked: But where are you located?
And proudly, I replied: I’m in Manila. I’m a Filipino in Manila.
There was a brief silence on the other line before she was able to explain, “Oh, I never realized that you’re from Manila. Most times, when I get to speak with someone from Manila, I don’t get a solution.”
And I told her – calmly, do not worry – “Maybe that’s because you only ask where the person on the other line is from when something goes wrong.”
It does not matter much to me that that good call ended in a rather awkward silent goodbye because I think I was able to take that rare opportunity to shine a bright light through the phone line with that statement.
On the job that I work right now, we encounter a lot of calls where you can learn a lot about how abusive people can get when they don’t get what they want.
And you’ll be surprised about how many people ask where we’re from and attacks our race right there even when both of us know that that has nothing to do with what went wrong – even after we were able to explain why their request cannot be granted.
I am surprised with how much anger people have that they channel towards race. And it’s very surprising because it seems like a plague that has infected the weak.
Because the whites have always been regarded in history as the oppressive ones, one may think they are the perpetrators here. But, you’ll be surprised! Those whose last names are obviously non-American, speak broken English and have foreign accents are joining in on this abuse.
It’ s very sad.
I refuse to take this abuse without fighting back. But the thing is, we are not employed to fight against racism. We are paid to bear this idiocy as a hazard of the job.
Still, I believe that small things can mean so much. So when I resolve a concern, when I make them laugh, when I am able to connect well, I remind them that “I’m Maddie from Manila” because I want them to remember that a Filipino helped them today.
And, hopefully, in the future, when their request is impossible, they will remember the day when someone from Manila helped them and they will understand that whether we are able or unable to grant their request does not depend on our nationality or location.
Also, during times when we make mistakes, I hope they understand that it is because they are speaking with a human being – and not because they are speaking with a Filipino.
And hopefully, the next time we hear the words “Where are you located?” we won’t have to take a deep breath, bite our lips and brace for impact.
Posted: https://kapayapaanphotography.wordpress.com/ July 3, 2014
There was one call in particular that triggered this.
It was from an old woman whose concern I was able to resolve who said, “I’m glad I was able to reach you today. I always get Filipinos and they never get things done.”
And I said, “I’m Filipino.”
Then, she asked: But where are you located?
And proudly, I replied: I’m in Manila. I’m a Filipino in Manila.
There was a brief silence on the other line before she was able to explain, “Oh, I never realized that you’re from Manila. Most times, when I get to speak with someone from Manila, I don’t get a solution.”
And I told her – calmly, do not worry – “Maybe that’s because you only ask where the person on the other line is from when something goes wrong.”
It does not matter much to me that that good call ended in a rather awkward silent goodbye because I think I was able to take that rare opportunity to shine a bright light through the phone line with that statement.
On the job that I work right now, we encounter a lot of calls where you can learn a lot about how abusive people can get when they don’t get what they want.
And you’ll be surprised about how many people ask where we’re from and attacks our race right there even when both of us know that that has nothing to do with what went wrong – even after we were able to explain why their request cannot be granted.
I am surprised with how much anger people have that they channel towards race. And it’s very surprising because it seems like a plague that has infected the weak.
Because the whites have always been regarded in history as the oppressive ones, one may think they are the perpetrators here. But, you’ll be surprised! Those whose last names are obviously non-American, speak broken English and have foreign accents are joining in on this abuse.
It’ s very sad.
I refuse to take this abuse without fighting back. But the thing is, we are not employed to fight against racism. We are paid to bear this idiocy as a hazard of the job.
Still, I believe that small things can mean so much. So when I resolve a concern, when I make them laugh, when I am able to connect well, I remind them that “I’m Maddie from Manila” because I want them to remember that a Filipino helped them today.
And, hopefully, in the future, when their request is impossible, they will remember the day when someone from Manila helped them and they will understand that whether we are able or unable to grant their request does not depend on our nationality or location.
Also, during times when we make mistakes, I hope they understand that it is because they are speaking with a human being – and not because they are speaking with a Filipino.
And hopefully, the next time we hear the words “Where are you located?” we won’t have to take a deep breath, bite our lips and brace for impact.
Posted: https://kapayapaanphotography.wordpress.com/ July 3, 2014
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