Providing Accessible Phone Customer Service

It’s no secret that companies handle most customer service issues over the phone. Despite the increasing prevalence of online chat and email-based services, a phone call is still the most common way customers choose to reach your company. It feels more personal, and customers can often get a more immediate resolution to their issues with a phone call. 

So how do you ensure that your phone service is equitable and accessible to all your customers? After all, one in four Americans have a disability, and while there’s no way to ensure that every single need is met, there are steps you can take to be as accessible as possible, even over the phone. 

What does accessible phone customer service mean?

You may be familiar with accessibility measures companies take for their physical buildings, like wheelchair ramps and Braille menus. Still, it’s important to carry that spirit to the services you provide online and over the phone. Providing equitable and accessible phone customer service ensures that all customers and clients can obtain the same assistance and information, regardless of disability status. 

Aside from complying with the Americans With Disabilities Act (ADA), it makes good business sense to provide accessible service, whether in person or over the phone. On average, half of your customers will switch to a competitor after just one instance of poor service, and up to eighty percent will change after two. Though the idea of ‘poor’ customer service is vague and open to interpretation, encountering customer service that is inaccessible to people with disabilities will almost certainly be considered poor. 

How do I make sure my phone-based customer service is accessible?

You should take several crucial steps to ensure the accessibility of your phone-based customer service. Utilizing the following recommendations will ensure you have the best chance to offer equitable service to all your customers. 

1. Make sure the technology you use is compatible with accessible programs. A common program used in phone communications is TRS, or Telecommunications Relay Service, used by people with hearing loss or other difficulties communicating. There are multiple versions of TRS, but all require the capability of group or multi-line calls to include the TRS translator and the customer. Though most phone systems can accommodate this requirement, it’s a good idea to be sure the system you use is up-to-date and capable. 

2. Train your employees on accessible interactions. It is quite easy for an untrained employee to do or say something offensive, or block a person’s access to service, even unintentionally. Without the tools and knowledge needed to provide excellent and accessible customer service, you will get nowhere in your attempts to be ADA-compliant. ADA training is worth investing in to protect your company’s reputation and provide accessible services.

3. Own your mistakes. If a person with a disability complains that your phone system or operators are difficult to navigate or understand, you mustn’t become defensive. Listen to your customer’s problems and apologize for failing to meet necessary standards. Be sure to vow to do better and follow through on that promise! Whatever the solution requires, accomplish it, whether it’s the need for an updated and user-friendly directory or further training for your customer service representatives. Sticking to your promise to do better will go a long way to proving your intention to remain accessible. 

Conclusion

Phone-based customer service isn’t going away, even with the rise of chat-based service. Because of its ubiquitous nature, ensuring your phone-based customer service is just as accessible as the accommodations you provide for in-person services is crucial. There are many ways to make sure your phone-based customer service is held to the highest standards, and taking the time to ensure those standards don’t fall is critical to maintaining accessibility. 

Accessibility.com Offers Accessible Accessible Customer Service Training

If you are interested in learning more about how to create a more accessible and inclusive customer service training experience for your customers, Accessibility.com offers an online training course and certification program.  The course is self-paced and designed for one person or your whole team to take.  Licenses start at $395 for one, with special discounts for quantity beginning at ten licenses.  Contact Andrew.Leeah@Accessibility.com for more information on quantity discounts.

Through December 31st, 2022, we offer this course at a $100 discount.  Use code ACCESS2022 to receive the discount when checking out.

Learn more about the course here.