Anti-Bias Policies That Really Work in Customer Service
Alexandra Feldberg and Tami Kim, assistant professors at Harvard Business School and the University of Virginia Darden School of Business, respectively, say companies are overlooking an important place to root out bias: on the front lines with customers. While many firms are promoting a more equitable workforce through their HR functions, too few firms even realize how costly bias can be in everyday interactions between workers and customers. The researchers explain how organizations can identify and address this overlooked problem. Feldberg and Kim are the coauthors of the HBR article "Fighting Bias on the Front Lines."
2021-11-02
24 min
Available Results
Generated results are saved to the knowledge database for reuse and search.
No generated results are available for this episode yet.
Extract Knowledge
Pick what you want extracted first. Model, scope, and chapter options appear after a template is selected.
Generated results for public episodes are saved to the knowledge database so they can be reused and searched later.
Transcript
No transcript is available for this episode yet.
Sign in to generate a transcript for review.
Sign in
Chapters
No chapters available.