Navigating Conscious and Unconscious Bias in Customer Care
Join Us …
Leslie Aguilar, Diversity & Inclusion Center
Riikka Salonen, Oregon Health & Science University
… at The Forum on Workplace Inclusion!
Navigating Conscious and Unconscious Bias
in Customer Care
Wednesday, April 17, 2019
2:15 pm — 3:45 pm
Minneapolis Convention Center
Session Code: S3 – D | Level: Intermediate | Track: D&I Strategy
The goal of this interactive workshop is to identify and address bias in customer care in order to move toward equitable, high-quality service, free of disparities based on social divides. To intervene and mitigate bias, we must first recognize where bias is likely to occur in the customer realm, when it is actually occurring, and how best to respond. This workshop enhances your ability to accomplish this.
Gain a framework for understanding the four directions of bias in customer care
Explore examples of intentional or unintentional bias in customer service and practice effective ways to respond
Access resources and best practices to navigate these biases and enhance the customer experience
Explore customer care and guest service examples from healthcare, retail, finance, hospitality and public services.
We will begin with a model depicting bias in the customer / employee interaction to understand the ways bias influences service delivery — affecting the customer, service provider, organization and larger community. We will pinpoint specific biased behaviors so that we can recognize them in all their forms and take steps to diminish bias in the customer experience. We will explore the full spectrum from the sensational news stories of overt bias — refusing to serve and physically removing customers who look, speak, worship, live or love differently — to the acts of unconscious bias that happen every day in the workplace and marketplace. And, we will explore individual choices and organizational responses to bias in customer care, thereby gaining strategies for potential application to our own workplace challenges.
Committed to bias-free service? Join the conversation!