Accessibility-aware customer service

Skills you'll practise

• Ask customers how they prefer to communicate without asking for medical details
• Offer alternative formats and channels that fit the stated need
• Recognize common barriers in calls, chat, documents and forms
• Record communication preferences so customers don't have to repeat them

Course outline

1. 1.Accessibility-aware serviceVideo · 2 min
2. 2.Removing barriersLesson · 15 min
3. 3.Accessible letters, emails and formsLesson · 13 min
4. 4.Representatives, consent and recorded preferencesLesson · 11 min
5. 5.Accessibility-aware customer service: knowledge checkKnowledge check · 21 questions
6. 6.Accessibility-aware customer service: practical exerciseKnowledge check · 1 question
7. 7.A relay call and an unreadable letterScenario
8. 8.Final exam7 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General accessible-communication practice (plain language, alternative formats, assistive technology awareness)
• General customer-service and support practice (listening, de-escalation, ownership)