Not everyone on the planet is inherently good, but it is up to us to assume the best and then if needed, course correct for the worst. In support, sometimes we will have people reach out that don’t align with our own values and will still have to hold our tongues for professionalism’s sake. Other times, though, we may run into people with beliefs that are actually bigoted or wrong: people that use racist, sexist, or ableist language, for example.

While racism has some legal condemnation, there are still call centers that allow it to run rampant towards or around their employees. Sexism is similar: often times it is dismissed as “locker room talk” or something that was more meant to be playful than serious.

Ultimately, how you handle these policies is up to your company and team. But, rather than ignoring them or making a passive comment, it’s usually better to directly address the situation and let the customer know that it’s inappropriate. By giving this kind of direct insight, there is no question in the customer’s mind as to whether it can continue, and you’ve saved yourself some headache by no longer needing to deal with something that is inappropriate in a professional space.