We had a similar issue here. Red neck staff (and customers) complaining about all the Chinese speaking staff (and customers).

Not much I can do about red neck customers unfortunately.

We went through 6 month change management program of cultural awareness training.

Specific training in Asian culture (our customer base is predominately Chinese born, or second generation Chinese). Training also included a focus on understanding the Australian culture. What are the customs and norms for us and how they may differ to other cultures.

Recruitment practices targeted to specific ethic groups to compliment our customer base.

We had a combination of consultative change management programs to tackle this issue.

In addition, the message was also made very clear that I if u dont like Asians then this is NOT the place for you to be working at.

The commercial reality is that we have a diverse mix of cultures, with differing expectations of standards of service and our staff are expected to embrace those diversities in order to deliver the best possible customer service they can.

There is no quick fix here. You can't just write up a policy and expect people to change years of conditioning or set beliefs and values over night.

While we are sensitive to the personal opinions and beliefs of different people and culture, our organisation is one of inclusiveness and acceptance.

Those that couldn’t accept that have made the wise decision to find somewhere else more aligned to their beliefs and opinions.

Its not about the policy its about the months' worth of strategic change management initiatives put in place to challenge peoples thinking and assumptions about how and what here should look like.

Rgds, JG