Diagnosing Discrimination in Your Company’s Customer Service

Eliminating discrimination from customer service has been historically difficult, even for organizations with stellar service reputations. Is there a way for companies to better identify their breakdowns and eliminate discrimination from the fast food drive through to the hotel lobby? University of Virginia Darden School of Business Professor Tami Kim joins the Batten Institute’s Sean Carr to discuss how her research proved discrimination pervades the customer service landscape. She shares what she’s learned about how companies can identify the issues unique to their service and take a better approach to solving the problems.