Home / Resources / Why Customer Care Training should include Unconscious Bias

Why Customer Care Training should include Unconscious Bias


The Business Case

Everyone has unconscious biases which we naturally and spontaneously emit.  Accepting these and increasing self-awareness of biases can reduce the chance of inconsistencies in the way we treat customers and improve their overall satisfaction.

If unconscious biases are not challenged, there can be a negative impact on the customer’s or service-user’s experience, as well as on the brand and organisational reputation.  This can be detrimental to customer service targets and profitability.


How do unconscious biases impact customer service?

We all instinctively behave differently towards individuals depending on a range of factors.  In the customer service sphere these unconscious biases are demonstrated by behaviours such as willingness to help, general enthusiasm and communication styles, along with more subtle differences in body language, facial expression, etc.


The format of an unconscious bias training course

Our training is interactive and will be adapted to be both pertinent to those working in a customer care environment, as well as to meet the needs of each individual group of participants.  Any queries raised by those attending will be responded to in a sensitive and understanding manner by the course trainer. The training style and method will model the concept of respect and dignity.

An indication of a one-day course outline:

  • What is unconscious bias?
  • The dimensions of stereotyping
  • Affinity bias and people’s decisions
  • Bias and social capital
  • Stereotype threat
  • Solutions for managing and mitigating bias

We tailor our training courses for each individual customer and we come to you – our training courses are delivered in-house throughout the UK.


To find out more

You can view the Overcoming Unconscious Bias course page on our website here

Please contact us for more information about Unconscious Bias Training for those working in customer care.

Recent articles on our blog....

Autumn 2023 Newsletter includes tips for Stress Awareness Week

November 1, 2023

For Stress Awareness Week, the autumn edition of our quarterly wellbeing at work newsletter includes stress management tips and resources.

Read More →
Two anonymous co-workers sitting outside talking, one holding a coffee cup and the other the stump filter of a coffee machine.

Communication at work – be aware of the pitfalls of co-rumination

November 1, 2023

We offer 5 tips for helping to develop healthy interactions at work in order to increase wellbeing and avoid co-rumination.

Read More →
Close up photo of a person holding the top item from a pile of paper-clipped paperwork

Some resources to help health, wellbeing and inclusion at work

November 1, 2023

Included in our latest pick of external resources are details of a new Diversity, Equity and Inclusion in the workplace code of practice and a guide on recruiting neurodiverse candidates.

Read More →



Our purpose is to provide training and consultancy services to enhance resilience, health and wellbeing in the workplace.


Differentiation is one of the most strategic and tactical activities in which companies most constantly engage


It's natural to have questions about training and how it fits with your organisation. Our FAQs can help you find out more.


View case studies for some of the in-house training courses we have delivered to different types of organisations across the UK.