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, as we gain strategies for potential application to our own workplace challenges.

You’ll discover how to enhance the customer connection and promote greater loyalty by meeting those needs, exceeding expectations and handling difficult situations with empathy. These insights will also help you build a stronger connection to your customers throughout your organization.