Accessible Customer Experience Training

To learn how to provide the best customer experience for everyone


Your customers' experiences drive your company's
growth, revenue, and brand loyalty

89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer experiences. (Bain & Company)
Investing in new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)

Course Overview

Customer service representatives, or any employees who deal directly with customers, are on the front lines of the customer experience.  Yet, most customer-facing employees have not been properly trained to interact with all customers effectively and respectfully. 

Our Accessible Customer Experience training course is specially crafted to help customer-facing employees gain the specific knowledge and awareness they need to deliver an inclusive experience for customers with disabilities. All employees who deal directly with customers, such as CSRs, tech support, ordering, receivables, chat, etc., can benefit from this training. 

Empower your team to deliver an exceptional accessible and inclusive customer experience for each customer. This course is self-paced and should take less than two hours to complete.

We offer quantity discounts beginning at 10 licenses.  Contact for more information.

What You'll Learn

After successfully completing this course, you and your employee will have a strong understanding of the accessibility barriers people face, how to address or remove them, and how to provide an outstanding customer experience to everyone.

  • Offering an Accessible Customer Experience supports an organization's commitment to meeting the needs of all customers, directly impacts whether large segments of people can communicate effectively with and take advantage of all the offerings of an organization, and in many cases, it is protected by law.

    Knowing how to ask the right questions, listen intently, and maintain professionalism and respect will lead to more positive outcomes for the customer and the organization.

    In this course, you will learn how and why it’s so critical for customer-facing employees to have strong accessibility skills and awareness.

  • The Americans with Disabilities Act (ADA) protects the rights of individuals with disabilities in several spheres of public life, including: employment, public goods and services, state and local government, business and commercial facilities, transportation, and telecommunications.

    Understanding the nature of some of the disability types protected by the ADA and some of the most common barriers customers face is a necessary aspect of enabling all customers to access great service.

    Why? In the United States, the Centers for Disease Control and Prevention (CDC) estimates that 61 million adults have a disability. This means that roughly one-in-four adults has an impairment or limitation that has a significant impact on their physical or cognitive abilities. For individuals 65 years or older, disability becomes more prevalent at a rate of about 40%.

    This course provides overviews of disability statistics and information, as well as detailed information about accommodations, assistive technology, and key customer service tips for specific disability types.

  • Did you know that digital content, like that on a website or app, can be made in ways that make it more (or less) usable for people with disabilities?

    While customer-facing employees are not directly responsible for the accessibility of the organization’s web content, it’s helpful and important to be aware of key concepts. Consider that:

    • The prevalence of disability means that the accessibility of the organization's web content is critical for your customers. If customers have issues using the organization's web content, they may contact customer service for help or information.
    • The directions you give a customer or the language you use should be mindful of potential digital accessibility barriers. 
    This course covers the basics of digital accessibility and related assistive technology in a way that is simple to understand and apply to everyday customer service.
  • It’s not always easy to know what to say. But, there are some communication and language best practices that will guide customer-facing employees toward being effective and supportive — and never offensive — with customers.

    In general:

    • Choose people-first language
    • Stay neutral
    • Avoid assumptions
    • Try to use plain language


    This course details these core concepts so that customer-facing employees can avoid confusion and communicate effectively while respecting individual identity preferences.

  • Telecommunications relay service (TRS) enables people with hearing or speech disabilities to communicate by phone through a TRS communications assistant.

    There are a number of methods and technologies used to facilitate effective TRS communication, and each form of TRS works a little differently. As a customer-facing employee, having a strong understanding of the most common forms of TRS — TTY (teletypewriter), VRS (video relay service), and STS (speech-to-speech) — can go a long way.

    In this course, you can expect to learn about these important communication techniques and technologies, as well as virtual interpreting arrangements. For example, video remote interpreting (VRI) is used to provide sign language interpreting between hearing and deaf or hard-of-hearing (HoH) parties at the same site via videoconferencing instead of on-site interpreting. Being prepared to facilitate various communication needs and preferences can set a customer service team apart.

  • Great communication is often a pillar of great customer service. For virtual customer service teams, communicating by phone is likely part of their job, if not the primary function. This course will detail how to deliver exceptional customer service with world-class phone etiquette.

    Today, many people also prefer online chat features and email communication instead of traditional phone calls. Like all digital content, accessibility needs to be considered for these functions. And, there are some key tips customer service representatives can keep in mind to help make emails and live chats more accessible for more customers.

    This course will leave virtual customer service teams better-prepared for the various communication methods of twenty-first century service expectations.

How You'll Learn


Learn at your speed


About 2 hours


Individual or large teams


Tests along the way


Video, audio, text


Upon completion

100% of Survey Respondents

5 Stars

Were Satisfied or Very Satisfied with the course and it's content


Would recommend the course to a co-worker

Useful & engaging

Found the Content useful, engaging, and easy to follow

Accessible Customer Experience for virtual teamsWatch the Video

See how this engaging video course can help your customer-facing teams provide an outstanding and accessible customer experience to everyone.

Key Course Takeaways

  • Improve customer satisfaction by providing all customers a high level of support.
  • Increase customer retention rates by making all customers feel valued.
  • Protect your company from legal and reputational risk by serving customers with disabilities effectively and compliantly.
  • Develop an understanding of disability types and the barriers people face to better understand and respond to their needs.
  • Learn and apply specific strategies and techniques to foster an inclusive and accessible customer service program.

Frequently Asked Questions


Enroll now at the Learning Center.

Invest in the future success of yourself and your team with Accessible Customer Experience training!

For multiple licenses, contact for a discounted quote.