Serving Customers with Disabilities

Whether it’s in-person, by phone, chat or e-mail, anyone in a customer-facing role should receive training specifically on how to serve customers with disabilities without being offensive.

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Types of Support

Phone Support

Train all CSRs to work from a checklist of info they need from customers using assistive technology

Have “point people” to take calls from customers with disabilities

Train your CSRs on how to take a relay call

Accessible Chat

E-mail

In-person service

Conclusion

Written by

Blogger, disability advocate, nerd. Bringing the fire on ableism. A11y Architect @ VMware. Wheelchair user w/ a deaf daughter. CS, Law, and Business background

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