This session describes three customer interaction elements that are prone to bias and offers eight steps you can take to reduce that bias. The elements include the customer service interaction itself—where goods or services are exchanged, the willingness of the customer contact person to go the extra mile, and the empathy demonstrated by this person.
In this session, you will::
Describe two types of bias that can negatively affect customer service: affinity bias and halo / horns effect bias.
Describe three customer interaction elements that are susceptible to bias: the interaction, going the extra mile, and empathy.
Identify and implement specific steps you can take to reduce the negative impact of unconscious bias on customer service.
