READY TO MAKE YOURCUSTOMER SERVICE STAND OUT?

Accessible Customer Service for Virtual Customer Service Teams


And learn how to serve all customers

Self-Paced

Course Overview

Customer service representatives are on the front lines of the customer experience, playing a critical role in how customers perceive and interact with an organization. Yet, most customer service teams have not been trained on how to interact with all customers effectively and respectfully.

The Accessible Customer Service for Virtual Customer Service Teams training course is specially crafted to help customer service representatives gain the specific knowledge and awareness they need to deliver inclusive service for customers with disabilities.

What You'll Learn

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

  • Accessible customer service 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 service representatives 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 service representatives probably aren’t 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 service representatives 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 service representatives 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 service representative, 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

SELF-PACED

Learn at your speed

EXPECTED DURATION

About 2 hours

CLASS SIZE

Individual or large teams

KNOWLEDGE CHECKS

Tests along the way

FORMAT

Video, audio, text

CERTIFICATE

Upon completion

Accessible Customer Service for virtual teamsWatch the Video

See how this engaging video course can help your virtual customer service team provide outstanding and accessible customer service 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

GET THIS VIDEO TRAINING COURSE TODAY

Enroll now at the Accessibility.com Learning Center.

Invest in the future success of yourself and your team with Accessible Customer Service for Virtual Customer Service Teams.

Normally $395, you can purchase this valuable course for only $185 (limited time only.)