Fighting Bias on the Front Lines

Companies go out of their way to provide exceptional customer service, and for good reason: Time and again, research has shown that it “greases the wheel” for future interactions. Zappos thus encourages service reps to build a connection with each customer, no matter how lengthy the phone conversation. At the Ritz-Carlton, any employee can spend up to $2,000 to solve a customer issue or improve a guest’s experience. Similarly, every employee at Alaska Airlines is empowered to dole out miles, money, and restaurant vouchers to resolve passengers’ complaints.