Is this racist?

[CCID]

I work for a high street bank and I took a phone call from a customer. I was on the phone for an hour and a half and the customer was ranting about a banking problem. Something I could have sorted within 10 minutes.

Towards of the end of the call the customer started calling me 'darling' and 'love' in a really patronising way. I asked him to stop. He said he would say what hed like. He then said I was just like 'black people using the race card' I said that was inappropriate and racist. He then started screaming and saying, listen here love....I terminated the call.

I told my manager and he said what the customer had said wasnt racist and that him calling me love and darling wasnt really offensive. He then said it was a tricky one and I might get in trouble for saying the custome was being racist.

I feel like crying. I need this job and I'm only contracting so feel like itll be easy for them to get rid of me.

[BeBraveAndBeKind]

I agree with you but unless you record "customer is a racist" on the notes, I can't see how expressing your frustration at the end of a trying call could get you into trouble.

What is the policy on terminating a call from an offensive customer? I worked in a call centre where we could terminate a call if the customer was being aggressive, rude or offensive as long as we gave fair warning but I know that not everywhere has the same guidelines. I was threatened, shouted at and sworn at and I know it's a horrible experience especially when you're just trying to help someone but as long as you're following the call termination guidance, it doesn't sound like you did anything wrong.

[BlueBirdGreenFence]

I wouldn't have pulled him up for being a sexist tool. Or called him racist (even if he was!) but honestly don't worry too much about it. I would like to hope your seniors have better things to be dealing with.

[CCID]

I just got pulled into a room and told not to rise to it and that i could have gone over the line. I didnt raise my voice, I wasnt rude he made those sexist and racist comments and told him to stop.

They've told me not to call out someone if they are doing that.

I said doesnt that let the banks brand down by not challenging racism? They 'reminded' me I was on a temporary contract....so next time I hear something sexist/racist I'll just let it go.

[killerofmen]

Any high street bank will have equality and diversity policies in place that will back you up, in principle.

In practice, the manager will get rid of you and nothing will be done. It's shit.

[britINscotland]

I personally wouldn't mind being called love or darling.

I hear women up here in Scotland referring to both genders on the phone as 'hen', 'love' and 'pet.

I'd just get on with the job.

He shouldn't have said 'playing the race card' but I can see he was being defensive because you actually started it.

Just do your job and if you don't like the customers you have to deal with, leave.