Shep Hyken interviews Bernadette Smith. They discuss how inclusion and diversity training can create a better customer experience.
“To help avoid the mistake of acting with unconscious bias, ask better questions and lead with curiosity instead of confrontation.”
“Take a breath and stop to think before you make an assumption. It really is that simple.”
“You can’t provide excellent customer service when you are making incorrect assumptions about your customers.”
Bernadette Smith is the founder, president and CEO of Equality Institute. She is also an award-winning author of three books and will release her fourth book in 2020.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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