Council Post: How To Mitigate Unconscious Bias In Customer Service Interactions (2024)

More From Forbes

10 Effective Ways Leaders Can Improve Their Emotional Intelligence","scope":{"topStory":{"index":1,"title":"10 Effective Ways Leaders Can Improve Their Emotional Intelligence","image":"https://specials-images.forbesimg.com/imageserve/1178688001/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"01:15","amPm":"pm","isEDT":true,"unformattedDate":1714065308000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/10-effective-ways-leaders-can-improve-their-emotional-intelligence/"}},"id":"3gm5nagdkpco00"},{"textContent":"

For Long-Term Business Success, Find Ways To Say "Yes" Instead Of "No"","scope":{"topStory":{"index":2,"title":"For Long-Term Business Success, Find Ways To Say \"Yes\" Instead Of \"No\"","image":"https://specials-images.forbesimg.com/imageserve/5f529de0034ecb410a50a780/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"10:30","amPm":"am","isEDT":true,"unformattedDate":1714055400000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/for-long-term-business-success-find-ways-to-say-yes-instead-of-no/"}},"id":"7292a0fadqpk00"},{"textContent":"

Championing Inclusivity: What Museum Directors Can Learn From Women Leaders","scope":{"topStory":{"index":3,"title":"Championing Inclusivity: What Museum Directors Can Learn From Women Leaders","image":"https://specials-images.forbesimg.com/imageserve/66291b2b08048f4b830b9f14/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"10:15","amPm":"am","isEDT":true,"unformattedDate":1714054500000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/championing-inclusivity-what-museum-directors-can-learn-from-women-leaders/"}},"id":"m2c3kmlrjf400"},{"textContent":"

Transforming The Hourly Workplace Starts With The Manager Experience","scope":{"topStory":{"index":4,"title":"Transforming The Hourly Workplace Starts With The Manager Experience","image":"https://specials-images.forbesimg.com/imageserve/637e13a07aa2d7eee9588243/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"10:00","amPm":"am","isEDT":true,"unformattedDate":1714053600000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/transforming-the-hourly-workplace-starts-with-the-manager-experience/"}},"id":"j9fbrl6gi9pg0"},{"textContent":"

Sustainable Futures: Navigating The Intersection Of Technology And Responsibility","scope":{"topStory":{"index":5,"title":"Sustainable Futures: Navigating The Intersection Of Technology And Responsibility","image":"https://specials-images.forbesimg.com/imageserve/662918a58e3dc5702aa42196/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"09:45","amPm":"am","isEDT":true,"unformattedDate":1714052700000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/sustainable-futures-navigating-the-intersection-of-technology-and-responsibility/"}},"id":"25o86a1jpkkc00"},{"textContent":"

Exploring Consumer Behavior Trends: How To Position Your Brand For Success","scope":{"topStory":{"index":6,"title":"Exploring Consumer Behavior Trends: How To Position Your Brand For Success","image":"https://specials-images.forbesimg.com/imageserve/6629181af9ad303ea8f08b24/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"09:30","amPm":"am","isEDT":true,"unformattedDate":1714051800000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/exploring-consumer-behavior-trends-how-to-position-your-brand-for-success/"}},"id":"qhe2h812lhe80"},{"textContent":"

How Brands Can Pursue Circularity When Building Sustainable Products","scope":{"topStory":{"index":7,"title":"How Brands Can Pursue Circularity When Building Sustainable Products","image":"https://specials-images.forbesimg.com/imageserve/60464d07c4d10cc4101b3960/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"09:15","amPm":"am","isEDT":true,"unformattedDate":1714050900000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/how-brands-can-pursue-circularity-when-building-sustainable-products/"}},"id":"b8p5d033ep5k00"},{"textContent":"

Bridging The Employee Divide: Three Strategies For Collaboration","scope":{"topStory":{"index":8,"title":"Bridging The Employee Divide: Three Strategies For Collaboration","image":"https://specials-images.forbesimg.com/imageserve/5efcc2dc112bd20006d78339/290x0.jpg","isHappeningNowArticle":false,"date":{"monthDayYear":"Apr 25, 2024","hourMinute":"09:00","amPm":"am","isEDT":true,"unformattedDate":1714050000000},"uri":"https://www.forbes.com/sites/forbesbusinesscouncil/2024/04/25/bridging-the-employee-divide-three-strategies-for-collaboration/"}},"id":"48294o8dagjk00"}],"breakpoints":[{"breakpoint":"@media all and (max-width: 767px)","config":{"enabled":false}},{"breakpoint":"@media all and (max-width: 768px)","config":{"inView":2,"slidesToScroll":1}},{"breakpoint":"@media all and (min-width: 1681px)","config":{"inView":6}}]};

Council Post: How To Mitigate Unconscious Bias In Customer Service Interactions (2024)

FAQs

What is the most effective way to mitigate unconscious bias? ›

Personal biases can be combatted by getting to know people on an individual level. Biases can derive from stereotypes and generalizations; getting to know individuals can lead to proving them wrong. Take responsibility for mitigating bias. Once you become aware of potential biases, practice self-monitoring.

How do we mitigate the impacts of unconscious bias? ›

Top tips to help tackle unconscious bias in your firm
  1. Be aware of your unconscious biases. ...
  2. Make considered decisions. ...
  3. Monitor your and your team's behaviour. ...
  4. Pay attention to bias linked to protected characteristics. ...
  5. Widen your social circle. ...
  6. Set ground rules for behaviour. ...
  7. Avoid making assumptions or relying on gut instinct.
Mar 13, 2024

How to reduce bias in customer service? ›

Standardize how employees interact with customers.

So if you observe that giving employees wide leeway in service protocols is leading to inconsistency and bias, try providing specific language for them to use in their interactions with customers.

What are the three C's for managing unconscious bias? ›

The dialogue focuses on three essential messages related to curiosity, courageousness and commitment. Drawing on innovative neuroscience research, Ghawi explains various types of unconscious biases and microaggressions and highlights the negative impacts these biases have on our brains, wellbeing and the workplace.

What are the strategies for bias mitigation? ›

Strategies to Address Implicit Bias

Keeping an open mind when interacting with others, the fewer assumptions you make the better. Let individuals define themselves. Learn from others. Have conversations with people from socially dissimilar groups and focus on what you need to learn to grow.

What are the four steps recommended to break unconscious bias? ›

The Brain & Bias: 4 Ways to Find and Fix Unconscious Bias
  • Spot Our Biases. We can help deter unconscious biases by first identifying them. ...
  • Implement Corrective Maneuvers. Implementing corrective maneuvers can help avoid the pitfalls of unconscious bias. ...
  • Utilize Search Firms and Consultants. ...
  • Move Forward.

Which of the following are recommended for mitigating unconscious bias? ›

Final answer: To mitigate unconscious bias in decision making, one should pause and think, deliberate more, and think logically. These methods help one to consider all evidence, weigh the pros and cons, and encourage reason over emotion.

What is the most common unconscious bias? ›

Confirmation bias: Arguably the most common example of an unconscious bias, confirmation bias refers to the inclination to conclude a situation or person based on your beliefs, desires, and prejudices rather than their character, behavior, and unbiased merit.

What does it mean to mitigate bias? ›

Bias mitigation refers to the proactive process of identifying, addressing, and reducing biases that may exist within an organisation or society. These biases can manifest in various forms, such as unconscious biases based on race, gender, age, or socio-economic status.

How can unconscious bias be avoided in the workplace? ›

Ways to avoid unconscious bias at work include: being aware of unconscious bias. advertising a job vacancy in at least 2 different places to reach a wide range of people from different backgrounds. getting recruiting managers to agree to make each other aware if they notice stereotyping.

How does unconscious bias affect customer service? ›

The Negative Impact of Unconscious Bias on Customer Service

The inability to see and treat those you serve as equals will ultimately affect the strength of your customer relationships. Unfortunately, it also leads to neglect because you can't understand or accommodate your customers' needs.

What is a good way to help decrease biases in problem solving? ›

How can you overcome cognitive biases in problem-solving?
  • Recognize your biases.
  • Seek diverse perspectives.
  • Test your hypotheses.
  • Reframe your problems. Be the first to add your personal experience.
  • Review your decisions. Be the first to add your personal experience.
  • Develop your mindset. ...
  • Here's what else to consider.
Jul 28, 2023

Which technique can mitigate unconscious bias? ›

“The most effective way to mitigate unconscious bias on the organizational level is through reflective structures that shape policies and practices, and facilitate open discussion.”

What are the three basic types of customer unconscious bias? ›

Types of bias and suggestions for action
  • Affinity or similarity bias. This bias can be described as the tendency to favour people who are like you in some way. ...
  • Confirmation bias. Once we make a decision or form an opinion, we tend to look for, and value, further information that confirms this. ...
  • The halo effect.

What is one way to address unconscious bias? ›

Individual strategies to address unconscious bias include: Promoting self-awareness: recognizing one's biases using the Implicit Association Test (or other instruments to assess bias) is the first step. Understanding the nature of bias is also essential.

How do you mitigate response bias? ›

Extreme Response Bias

To avoid this, you should strive to make the question sound neutral and provide options to give a non-extreme answer. For example, include tiered responses like “sometimes.” The questions evoke emotion, and respondents are likely to agree or disagree strongly.

Which technique can mitigate unconscious biases on a team Chegg? ›

Share differing viewpoints with a trusted team member, instead of with the entire team. Take action based on first impressions since they are usually right. Solicit everyone's opinion during a meeting. Base future management decisions on feedback provided by a colleague regarding their experiences with.

How can we reduce unconscious bias in healthcare? ›

Actions that health care providers can take to combat implicit bias, include:
  1. Having a basic understanding of the cultures from which your patients come.
  2. Avoiding stereotyping your patients; individuate them.
  3. Understanding and respecting the magnitude of unconscious bias.

Top Articles
Latest Posts
Article information

Author: Mr. See Jast

Last Updated:

Views: 6705

Rating: 4.4 / 5 (75 voted)

Reviews: 82% of readers found this page helpful

Author information

Name: Mr. See Jast

Birthday: 1999-07-30

Address: 8409 Megan Mountain, New Mathew, MT 44997-8193

Phone: +5023589614038

Job: Chief Executive

Hobby: Leather crafting, Flag Football, Candle making, Flying, Poi, Gunsmithing, Swimming

Introduction: My name is Mr. See Jast, I am a open, jolly, gorgeous, courageous, inexpensive, friendly, homely person who loves writing and wants to share my knowledge and understanding with you.