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Ageism Bias in Contact Centres
Manage episode 413396116 series 2991143
内容由Jeremy Blake and Bob Morrell, Jeremy Blake, and Bob Morrell提供。所有播客内容（包括剧集、图形和播客描述）均由 Jeremy Blake and Bob Morrell, Jeremy Blake, and Bob Morrell 或其播客平台合作伙伴直接上传和提供。如果您认为有人在未经您许可的情况下使用您的受版权保护的作品，您可以按照此处概述的流程进行操作https://zh.player.fm/legal。
Have you ever caught yourself jumping to conclusions about someone based on their age or financial status?
Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status.
With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios.
Find more useful and essential contact centre development from realitytraining.com
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