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Is it normal to have so much trouble with ghetto-sounding-sassy-black-woman customer service reps? They're sadists!
Well next time summon Niles the butler to the drawing room and have him fetch your next serving of fastfood so you don't have to face the trauma of dealing with the commoners.
Where are you from? Maybe in your land it is defined by a different term. This is the person that you talk to when you call a business like your cell phone provider, your cable provider, your credit card company, etc, like if you have a problem with your bill, want to make changes, etc.
Most of the customer service reps I've talked to are jerks. They have the worst attitude problems. Then if I want to cancel my subscription or service, suddenly they act nice and give me discounts or a month free just to keep me using their service.
Any customer service rep, not just sassy black women (but yes, i've had a few in my time...).
I don't really mind this sort of thing as much as an outsourced barely English speaking schmuck that can't understand me.
It is normal for a racist elitist. Next time you're in that situation just ask to speak to a white person and see how that goes.