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."