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Fighting Bias on the Front Lines
Most companies aim for exceptional customer service, but too few are attentive to the subtle discrimination by frontline employees that can alienate customers, lead to lawsuits, or even cause lasting brand damage by going viral. This article presents research about the way bias occurs in the provision of core products and services (“exchanges”), the furnishing of help that exceeds the minimum required (“extras”), and the manner in which service is delivered (“etiquette”). By breaking customer service into these three dimensions, the authors offer a framework for identifying and addressing frontline bias in your own organization. They recommend talking to your customers, examining available data, and running experiments to get a better sense of what biases exist among your customer service workers. Armed with that information, you might try to mitigate prejudiced behavior by broadening employees’ exposure to people of diverse backgrounds, giving them standard procedures to follow when they interact with customers, and encouraging a sense of responsibility to act fairly.
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| PSB lt.2 - Karya Akhir (Majalah) | 1 |
| Penerbit | United States: Harvard Business Publishing 2021 |
|---|---|
| Edisi | November-December 2021 |
| Subjek | Customer services Customer relations Prejudices Customer service management Customer service quality control |
| ISBN/ISSN | 0017-8012 |
| Klasifikasi | NONE |
| Deskripsi Fisik | 160 p. |
| Info Detail Spesifik | Harvard Business Review |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas |