How did the coworker in question deal with the sensitivity training?
hispanic coworker telling me about the time the store had racial sensitivity training and a 19 year old white girl started crying because racism hurt her feelings
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He asked the district manager what to do if a white customer started being racist and she told him and the black coworkers to just take it
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All of this "sensitivity" training or customer service or whatever usually could be narrowed down to "customer can be as shitty as they want and you have to take it"
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