Six Customer Service Training Tips for Serving People with Cognitive Disabilities

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Six Customer Service Training Tips for Serving People with Cognitive Disabilities

By John Will

Published October 12, 2020

Creating a cultural shift in a business is often a challenging process. In order for any business to remain successful for any duration, it must continually align itself with modern standards of service for its customers. One area in which a culture shift is needed in many businesses is the ways in which its customer service department relates to individuals with a wide variety of abilities, needs, and challenges. Specifically, as it relates to individuals with cognitive delays or intellectual disabilities, customer service needs to be reinvented. The following tips are designed to be communicated explicitly to employees in simple, actionable ways.

Tip 1: Use ‘people first’ language

A shift in customer service begins with teaching employees how to view customers. It is important that all employees see all customers as worthy of the same level of service and learn to value the differences that make customers unique. The vocabulary with which an employee is [...]

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