How can you promote DEI in your organization's customer service policies?

3 Adapt your channels

The third step to promote DEI in your customer service policies is to adapt your channels and platforms to make them more accessible, inclusive, and responsive to your customers. You can use multiple channels, such as phone, email, chat, social media, or video, to reach out to your customers and offer them the option to choose their preferred mode of communication. You can also use technology, such as translation, transcription, or captioning, to make your content and messages more understandable and relevant to your customers.

4 Review your policies

The fourth step to promote DEI in your customer service policies is to review your policies and procedures regularly to ensure that they are fair, consistent, and aligned with your DEI goals and values. You can use metrics, such as response time, resolution rate, satisfaction score, or retention rate, to measure the effectiveness and impact of your customer service policies on your customers. You can also solicit feedback from your customers, staff, and stakeholders to identify any gaps, challenges, or opportunities for improvement.

5 Celebrate your diversity

The fifth step to promote DEI in your customer service policies is to celebrate your diversity and showcase your commitment to DEI as an organization. You can use your customer service channels and platforms to share stories, testimonials, or examples of how you have helped or supported your diverse customers. You can also use your customer service channels and platforms to acknowledge and appreciate the diversity and contributions of your staff, partners, and suppliers.

6 Learn and grow

The sixth step to promote DEI in your customer service policies is to learn and grow from your successes and failures. You can use your data, feedback, and insights to evaluate and refine your customer service policies and practices. You can also use your learning and growth opportunities to foster a culture of continuous improvement, innovation, and collaboration among your staff, customers, and stakeholders.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?