Disability-smart customer complaint handling

There can be many reasons why a customer is dissatisfied with the service they are getting, but there might be one you haven’t thought about. The customer might have a disability that you can’t see but which means that they cannot use your service in the same way as your other customers.

This guide gives you practical approaches and tips on what to do for distressed customers and angry customers as well as what to do if customers want you to do something differently. It will help you manage your customers’ expectations and anticipate problems.

We would like to thank our Partners and Members who as part of our external steering group provided us with such valuable advice during the writing of this guide.