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Ageism Bias in Contact Centres
Manage episode 413396116 series 2991143
Konten disediakan oleh Jeremy Blake and Bob Morrell, Jeremy Blake, and Bob Morrell. Semua konten podcast termasuk episode, grafik, dan deskripsi podcast diunggah dan disediakan langsung oleh Jeremy Blake and Bob Morrell, Jeremy Blake, and Bob Morrell atau mitra platform podcast mereka. Jika Anda yakin seseorang menggunakan karya berhak cipta Anda tanpa izin, Anda dapat mengikuti proses yang diuraikan di sini https://id.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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