Overlooked: How Racial Bias Impacts Customer Service

In a recent TikTok video that has garnered significant attention, a Black woman working in customer service shared her experience of being overlooked by customers in favor of her white colleagues. The woman, who chose to remain anonymous, stated, "People will walk past me and go to my white coworker." She further explained that this only changes when customers need help with English, at which point they approach her due to her American fluency. This situation highlights the subtle yet pervasive nature of racial bias in professional settings, where implicit assumptions about approachability and competence can significantly impact customer interactions and professional opportunities. The video serves as a poignant reminder of the ongoing need for diversity and inclusion training in workplaces to address unconscious biases and create a more equitable environment for all employees.