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Understanding Bias

You addressed your personal bias

Estimated Time to Complete  (Minutes)

15

Learning Objectives

  • Gain an understanding of communication barriers across cultural, phsycial and cognitive segments.

  • Learn what unconscious bias is

  • Recorgnize examples of intentional or unintential bias in customer service

  • Identify effective ways to mitigate bias in our own behavior

  • Self discover your own personal unintentional biases

Course Overview

This course explores the impact of bias in a customer service environment, emphasizing the importance of recognizing and addressing personal biases. Participants will learn to identify their own biases and understand how both positive and negative biases can negatively affect customer interactions. The curriculum covers the effects of bias on decision-making, communication, and customer perceptions. Participants will engage in self-reflection exercises to develop strategies for mitigating bias and fostering a more equitable service environment. By the end of the course, participants will be equipped to deliver fair, unbiased customer service that promotes inclusivity and trust.

All VereQuest e-Learning Courses have been created by contact center professionals leveraging industry best practices assembled by listening to/reading millions of customer interactions, across a number of industries.  Ask about our customized courses for your industry.

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