Training for customer service professionals
Disability-smart customer service (telephony) – Half day (3 hours)
This training is for front-line call handlers and customer service professionals who take calls from existing customers and members of the public. This session explores the range of barriers that might be faced by disabled callers when contacting your organisation, as well as soft skills that will enable call handlers to give the best possible service to customers with a variety of disabilities.
Disability-smart customer relations (telephony) - Full day
This in-depth training is for experienced customer relations professionals and complaints handlers, offering advice and guidance on handling more challenging customer situations, including:
- Customers making requests for adjustments that you are unable to meet
- Customers threatening legal action
- Customers who may be angry, abusive or distressed as a result of their disability
- Customers with reduced capacity or who may not understand the service you are able to offer
Welcoming disabled customers/clients/service users for front-of-house or F2F customer service professionals – Half day (3 hours)
This training is for front-of-house staff including reception, security, events teams or retail. In this session we explore some essential etiquette around welcoming customers with a variety of disabilities, including those with non-visible conditions, before using the latest consumer research to identify ‘what disabled customers want’ and how front-of-house staff can serve these needs.