Wal-Mart Customer Service April 2005

Wal-Mart Customer Service April 2005


9:00 am I leave home, go to Wal-Mart to return stainless steel cleaner==I ask a customer service representative to call for more help because 1 associate is handling all 5 customers, while cashiers are idle, greeters, are idle, etc. the customer service representative yells across the store, rather than using the intercom: “Val----, someone wants you over here.” Val---- saunters, sashays, or shuffles, dragging her feet over, and asks who wants the help.



I said "I do, but the 2 other people are in front of me"; both are African American...and I acknowledge them with an affirmative nod and eye contact.

Val---- asks, "But what do you want?" I told her I have a return…"do you want to help me?" "Not before the other people I don’t", she says, (sucks her teeth )flicks them, which means “fuck you” in non-verbal street slang and walks to the counter. The customers in front of me stay out of it. I say: “Val----, I want them to go in front of me, the one customer service person needs your help.



Val--- helps the other 2, then the 1st customer service rep credits my return to my Amex card and I leave. I ask a cart collector outside if he knows if the manager Lorraine is in and he says no; I ask him if he knows any one named : “Val----". He spontaneously laughs, and says,“ I just mind my own business. I say, “Judging by your laugh, you know her well; I won’t press you further, have a nice day." I call and ask for the acting manager, am put on hold, the hold is lost, so I call back and speak to a man; he voluntarily tells me he is white; I relayed the story to him, he says he’s sorry, I told him, "I don’t want an apology from you; I want you to listen to my story." I give him my experience as a diversity trainer, tell him what the sucking of teeth means in street slang, and then say that what recommend is that you have “Val----, pushing carts outside rather than working in customer service." I thank the man for his time.



There is no point in meanness and rudeness for no reason.