I work on a national helpline of a charity, I deal with one side of the service - we also have branches. I took a call and was able to deal with it fine, but she had another query so would need local help. I suggested her local office and she said there is a long queue and she can’t go. I could understand that due to her child being ill. It was the next bit “and not one of the them in the queue is white”.
I was taken aback and just finished the call with the rest of the information I needed to give.
It upset me. I haven’t said anything at work- this was not a threat. I was born here but parents Indian origin.
I don’t know how I could have challenged. When we have people face to face we are supposed to challenge so we don’t tacitly condone, mainly as there are other customers around.
Part of me is worried I may be marked down (percentage of calls are listened to). I also just feel I shouldn’t have let it go, self respect.
What could I have said if anything?
What about things you would never ever say in real life because it would be unprofessional?