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Accessible Customer Service: Tips for Communicating by Phone with People with Cognitive Disabilities
By Benjamin Roussey
Published November 12, 2020
Accessible customer service on the phone requires trained personnel who can effectively communicate with people with cognitive disability to their complete satisfaction. To begin with, customer service representatives should treat persons with cognitive disability as they would any other customer and not judge or presume what someone may or may not be able to do.
Each individual’s disability or limitations can be unique. So, the focus of the phone operator must be on removing the barriers to communication and not on identifying the nature of the customer’s disability. When you are unsure of what the person on the other end needs, don’t ask, “What disability do you have?” Instead, ask them, “How can I help you today?”
Avoid any special treatment or expressions
Customer service personnel in business should remember that the person with cognitive disability has phoned in for support or inquiry related to [...]