customer service

How Effectively Does Your Company Engage with Disabled Customers?

Lois uberI’m often surprised at how unaware customer service agents are when assisting people with disabilities. They often make assumptions about what I can and cannot do – like assuming that, because I can’t see, that I can’t sign my own name… or create an invoice for work that I’ve done for them, or type in my credit card code to approve a payment. Come on, people – I’m only blind!

I guess that’s a little unfair of me – after all, is it fair to expect them to know what is and is not possible for someone who’s blind, especially since we’re all different and have different strengths and abilities. So, yes, I guess it’s hard for a customer service agent to make a call on what assistance to offer.

On the other hand, surely it makes sense for organisations to provide at least some basic training for their employees who may come into contact with customers who live with a disability? Because it appears to me that a frighteningly small number of companies in South Africa do so.

Over the past few months I’ve been involved in customer service training projects for two large organisations, Vodacom and Uber. In each case the aim of the project was to develop a training video to demonstrate how to engage with a blind person with a guide dog. Neither video segment was long or complex. However, I’d be willing to bet that both will provide a valuable tool for customer service training in the future.

Of course, one has to ask the question of whether there is a need to train staff in how to engage with the disabled community – after all, how many disabled people are they likely to come into contact with? A recent article in Disabled World lists the number of people in Africa living with a disability at around 10%. Isn’t it in the interests of every company to provide basic training to their employees on how to engage effectively with these potential customers?

The image shows my guide dog Fiji and I with the team responsible for shooting the Uber Assist video.

Contact me to find out more about how your company could make their customer service agents more effective when engaging with blind and visually impaired customers. Let’s start the conversation…

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