Can't be Denied: The Impact of Customer Discrimination

Last year several large corporations were involved in lawsuits that cost them millions of dollars. These companies were sued for unfairly and illegally discriminating against customers. Too many organizations are learning The hard way that The actions (or inactions) of Their employees can create tremendous liability for The organization when it comes to customer discrimination. Countless customers are lost because of bad and potentially illegal customer service practices.

The real-life vignettes featured in this video encompass The most common forms of customer discrimination and details the consequences of these negative behaviors. It will also demonstrate The impact of immediate corrective action.

Participant Objectives:

• Realize The importance of providing good customer service to all customers.
• Understand that a good customer service policy will be The same for all customers regardless of age, race and national origin.
• Increase customer retention.
• Know The key things that leaders must do to comply with The law and ensure quality customer service to all customers.

Materials Included:

• One Leader's Guide and One Participant Guide, which includes worksheets and a customer service assessment