Why Customer Care Training should include Unconscious Bias

August 26, 2019
Posted by Amanda Furness

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.