Talking to disabled customers on the phone

Talking to disabled customers on the phone

We all have preferred ways that we like to communicate. For some people having a disability may affect the way that they communicate and may mean they have particular communication needs. Some communication needs may be obvious, others less so, and it may take some time before you become aware of them.

Things to consider

In many instances, you may not be aware that a customer that you are about to speak to has a disability that may affect their communication. Always keep in mind that this is a possibility and be ready to adapt your style and method of communication accordingly.

Also, be aware that for some disabled people communicating over the phone can be difficult or daunting, and they may prefer to communicate with you in a different way.

Make sure you offer customers choice over how they receive services or information about your organisation, and how you communicate with them.

Speaking to the customer

• Introduce yourself and be ready to repeat and rephrase information if needed.
• Speak clearly and concentrate on what the customer is saying, not the person’s voice.
• Give the person time to respond. Do not rush them or interrupt them. Be aware that the call may take longer than other calls.
• If the customer has a stammer or other speech difficulty, do not finish their sentence for them or guess the end of a sentence.

Recognising communication needs

Check that the customer understands the information that you are giving them, particularly if during the conversation the customer:

• has asked you to speak more slowly or to repeat information several times
• goes off topic, or
• agrees to a purchase without asking questions about the price and contract details.

Equally, you may find it difficult to understand what they are saying. If so, ask the person to repeat the information. Never pretend to understand a customer when you haven’t.

Check back with the customer that you have both understood each other correctly, by recapping the key points of the conversation. If the customer seems hesitant or unsure, ask if they would like to speak to someone else, or offer to send them further information. You could also suggest that you call back at another time and ask if they would like anyone else to join them on the call.

Some customers may not be able to use call routing systems. If you need to transfer the customer tell them that there will be an automated system and which option they should select. They might need to be transferred to another person or be called back.

Accessible communication

Some people may prefer to use webchat or another ‘instant’ web-based form of communication. This may be particularly useful for people who find verbal communication difficult.

If you are aware that a customer has particular communication needs, it may be useful to note this down on the customer’s file for future reference. This is personal data, so you must check that the customer is happy for the information to be on their file and explain to them how the information will be used and how long you will keep it for.

The Information Commissioner’s Office has produced guidance on correctly recording and storing data of this kind (ico.org.uk).

Using relay services

Advances in mobile phone technology are making it much easier for people who are D/deaf or have hearing loss or conditions affecting speech to communicate with people who are hearing or non-hearing, over the phone.

Customers may use a text or video relay service (using a real-time interpreter) to make a call to your organisation.

In this case a relay officer will join your call. There may be a delay while this happens, or you may receive an automated message. Do not hang up. Wait on the phone for more information. Once the conversation is underway, the relay officer will relay information to you verbally and via text or via video signing to the customer.

Note that having a relay officer on a call does not breach confidentiality rules.

SignVideo

Some D/deaf people might prefer to contact you by SignVideo. Find out more about SignVideo on their website: signvideo.co.uk/signvideo-for-customer-services.

SignVideo allows D/deaf people who use BSL (British Sign Language) to make telephone calls to hearing people through fully qualified interpreters. With SignVideo, calls can be made via a videophone, laptop, PC, smartphone or tablet.

Recording communication preferences

If a customer provides you with information about communication preferences, ask if you can make a note of these so that you are better able to meet their needs in the future. Note that as this is personal data, it is important to make sure you are recording this information in the correct way. Check policies within your organisation or check the latest guidance from the Information Commissioner’s Office (ICO).

Words or phrases to avoid

Think about the language you are using. Some words or phrases can reinforce stereotypes and cause offence.

• Negative terms such as ‘victim’, ’cripple’, ‘deformed’, or ‘handicap’.
• Language which disempowers disabled people and implies vulnerability, frailty or dependency.
• Collective nouns such as ‘the disabled’ or ‘the blind’. They emphasise the impairment and suggest that people are part of a uniform group, rather than individuals with their own needs and preferences.
• Words which suggest that someone is ‘confined’ by a wheelchair or ‘bound’ by another mobility or assistive aid.

Words or phrases to use

• Use ‘disabled person’, or ‘person with a disability’ or ‘someone with a condition’.
• Use ‘has’ rather than ‘is’ when speaking about someone else’s condition or impairment. So ‘Steve has dyslexia’.
• Use ‘disabled people’ or ‘or ‘people who have sight loss’ (depending on impairment or condition), when speaking about more than one person.
• Wheelchairs enhance independence, so just say ‘wheelchair user’.