Amazing Business Radio: Bernadette Smith

Unconscious Bias in Customer Service
Avoiding Assumptions So You Don’t Accidentally Offend Your Customers
Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience.
Top Takeaways:
Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions about others that may or may not be true.
Frontline employees must be trained to be aware of their unconscious biases. When employees act on incorrect assumptions, it can potentially offend customers.
In today’s digital world, anything and everything can be filmed, put on the internet and go viral. This can turn into a PR nightmare for any company.
There is a difference between proactive training and reactive Proactive training takes place up front in an effort to prevent negative situations from arising. Reactive training occurs after there is a problem.
If an incident occurs, companies absolutely need to respond with