Have you ever caught yourself jumping to conclusions about someone based on their age or financial status?
Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status.
With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios.
Find more useful and essential contact centre development from realitytraining.com
Have you ever caught yourself jumping to conclusions about someone based on their age or financial status?
Our latest episode peels back the layers of ageism and bias within customer service, highlighting a conversation that will challenge your assumptions. Tune in as we dissect a fascinating call between a contact centre agent and a customer who, on the surface, appears to be a frugal pensioner struggling with the cost of a pool cleaning service. The dialogue takes an unexpected turn, revealing the complexities of our preconceived notions about wealth, age, and status.
With our expert analysis and narrative flair, we navigate the intricacies of this real-world interaction, shedding light on the broader societal issue of socioeconomic assumptions, especially among retirees in developed countries. Join us to examine how service providers can strike a balance between empathy and scepticism, and how easily professional judgment can be clouded by our own biases. This episode isn't just a conversation—it's a mirror reflecting our individual prejudices and urging us to question how they affect our decisions in similar scenarios.
Find more useful and essential contact centre development from realitytraining.com
Speaker 2:
so how much is this again? Um well, it depends if you pay for the full year or you prefer to have it over a direct debit it's such a lot of money.
Speaker 1:
It really is, it's such a lot. Give me a minute, because? No, I just want to look at my bank statement, because right, I just, I really, I really I'm getting very confused here so it's 425 pounds for the year.
Speaker 2:
Oh, okay but if you paid monthly, then it would be slightly more.
Speaker 1:
Oh, I don't know how you can do that. It's outrageous, isn't it? These days?
Speaker 2:
it's funny, you, you do. You do remind me of my grandfather. I saw the other day who's you know. He's got various things he has to pay out on, and then you'll know how, how hard it is for us pensioners, you know really no, I do. He's on his own. Are you on your?
Speaker 1:
own. No, I'm, I'm with my mind. Still have my, my faithful marjorie with me. Oh, that's nice she, she looks up after me and I don't. I don't go very far these days, you know, I really don't, and it's such a lot of money and just I just wonder sometimes if it's really worth it.
Speaker 2:
You know well, I mean, it'd be hard to clean the swimming pool on your own. I suppose this. This allows someone to come in and clean it four times a year for you. You know, but I appreciate its expense well, I'll tell you what I'll do. I'll tell you what I'll do you've been with us now for 17 years, since you installed the swimming pool. That's right. So, um, I'm gonna, I'm gonna take 25 off well, that's very, that's very kind of you sorry what's your?
Speaker 1:
name. My name's justin justin. Thank you so much, justin I I really do appreciate you doing that for an old old chap that's. That's really kind of you it's okay. It's interesting how your voice has slightly changed over this conversation well, I must, I must go now, justin, I've, I've, I've got to go and get the inflatables out.
Speaker 2:
I've just got a thing in brackets next to your name saying Lord, is that right?
Speaker 1:
Oh, no, no no. That's wrong, is it? I don't really like to talk about it much, Justin, but I'm actually a baronet, but don't let that concern you.
Speaker 2:
So it doesn't mean anything. These days.
Speaker 1:
So anyway, thanks so much.
Speaker 2:
That's okay, I'll probably speak to you next year.
Speaker 1:
Thanks for your tenure. Know you're, you're, you're welcome, justin. Goodbye. Contact center focus the reality training podcast.
Speaker 2:
Well, that bit of ageism bias there. That's what we're talking about on this episode of Contact Centre Focus. Thanks for pressing play. It's something we come across a lot, where people make their mind up about somebody due to what they perceive to be their age.
Speaker 1:
So let's talk about this gentleman who we've just heard on this call. Do we know how little money this person has? Do we have any idea?
Speaker 2:
No, you certainly spoke slowly and said things were difficult and, being a pensioner, of course, but do we actually know?
Speaker 1:
Do we know he gave you a few shades of a sob story, yeah, and you bought it and gave him a discount as a result off his pool cleaning service yeah, so here we have somebody who is actually quite wealthy, has plenty of money and has got used to playing on their age in order to get discounts.
Speaker 1:
now, I'm not saying that there aren't poor pensioners Of course there are. There's lots of pensioners who live on very low incomes and we need to be sensitive to that. At the same time, let's talk specifically about the Western world. We're talking about the United Kingdom, western Europe, the United States, canada, japan, places like that. These developed countries have some of the wealthiest pensioners on earth.
Speaker 2:
Yeah.
Speaker 1:
That's a fact. So if you, in your contact center, are giving discounts to older people, if you think that they're poor, if you think that every time you speak to somebody, oh, they haven't got any money, then you're actually being ageist in some form I would say we work with brands that are selling things that are essential, that you must have to function.
Speaker 2:
Yep, so you know maslow's hierarchy of needs. It could be forms of protecting your shelter, your heating, your eating, but we also work with brands that is a choice luxury, additional purchase, service product that there's absolutely no reason. You know it's a disposable income choice. So, firstly, just think about what you're selling and if you have an ageism bias where you think that person's elderly sounds like my mother, my grandmother, they too are skint, this person must be skint also then you're applying a ridiculous fixed mindset across anybody who's of a slightly older age in your customer base. Ccf is brought to you by Reality Training. Our theatrical and entertaining approach to training means you and your people will change and improve what you do quickly and consistently. Please contact us about change projects and new sales and service models. Go to realitytrainingcom.
Speaker 1:
And I think if I was elderly you know, if I was 75, of course I would play on that as a consumer, because I know that people are going to feel a bit sorry for me and it's very, very sad, but it's true and at the same time that doesn't mean your product or service isn't worth the money that you're charging for it to those people. And I think we need to be very, very careful of that because that sets in a dangerous precedent and you could hear through your staff and your contact center, lots of your team members saying oh yes, I've had lots of older people on and that's harder and it's more difficult.
Speaker 2:
Or the older people are slower, or that you flip it. You think everybody old is rich, when they're not. You know, it's a very interesting bias. You know, age UK exists, doing incredible work to change that perception of people.
Speaker 2:
We're all living longer, getting older they say that many children born today will all make 100 plus without a problem, barring something else. So it's something to really be aware of and to learn a little bit more about it, not to just use some kind of heuristic shortcut thinking to go ah, somebody old, I'll do this, I'll apply the discount. They're elderly, I'll do this, I'll apply the discount, they're elderly, I'll do this. Oh, they must be uh hard to comprehend it, hard to to understand it. It's one of a whole list of biases and we'll look at some more and, I think, the sketch we did at the beginning. Of course it's amusing and fun that they're playing on it when they have a pool and they're a lord, but I think we've made the point, haven't we?
Speaker 1:
absolutely, and I think it's a really good thing to talk about in your teams. Are we, you know, overly kind to older customers when actually we don't need to be? It's a really good question, and it also, perhaps, is something about the value that we apply to our own products and services. Do we think it's worth the money? Yes, I think it is. Well, then, sell it for that and don't, you know, allow an older voice to you know, make you feel obliged to offer it for less, because it's still worth that amount.
Speaker 2:
So are you ageist, or do you have people in your team who have an ageism bias? Why not send this episode copy link and send it to them?
Speaker 1:
to listen to. Okay, keep listening, and we'll see you on another Contact Center Focus very soon.