Your customer service representatives (CSRs) are frontline–are they providing the best customer experience possible? Are they effectively communicating with customers who are blind or low vision? Through attending Accessibility Awareness Training for Customer Service Representatives, your CSRs will learn how to do exactly that.
- Ensure your CSR staff understand your ADA / AODA commitments
- Enhance customer call experience for your customers who are blind or have low vision or are print restricted
- Improve efficiency with reduced call times
Starting at the front line
T-Base offers interactive half-day Accessibility Awareness Training for Customer Service Representatives at your place of business. A T-Base Accessibility Awareness Specialist will teach your CSRs how to serve your customers who are blind or have low vision and reflect on your company’s commitment to accessibility. Upon completion, attendees will understand and appreciate the alternate format products your organization offers.
We deliver training in person/ on site and in three modules. We are able to customize the modules to better meet your specific organizational training needs.
Awareness Training for Customer Service Representatives
Duration: 4 hours
Audience: Customer Service Representatives, Call Centre Agents and Managers, Managers of Customer Service Teams
Location: Custom tailored group training delivered at your place of business
Module 1 – Introduction to Providing Great Customer Service
In Module 1, you’ll review statistics on people with disabilities that represents your customer base and understand the legislation governing your industry that is specifically focused on guidelines and policies pertaining to effective accessible communications. You’ll also learn why communicating accessibly is important and have the opportunity to participate in quizzes and case studies on providing exceptional customer service to blind, low vision and print disabled callers.
Module 2 – Understanding Alternate Formats and the Importance of Choice
This module will allow you to understand why providing customer choice is important. You’ll review platforms & common assistive technologies used by your customers to access statements & documents and understand the range of information access methods used, driven by the specific disability and by customer preference. We will provide you with knowledge of specific alternate formats your organization offers your customers.
Module 3 – Interacting with Callers who are Blind of have Low Vision
In Module 3, you’ll learn tips on accommodating customers who are blind and low vision accessibly, and you’ll grasp how to determine specific accessibility needs of callers. By reviewing examples and case studies on providing an exceptional call experience for customers, you’ll know what questions to ask (and avoid) in order to provide a stellar customer service.
T-Base’s Accessibility Awareness Training for Customer Service Representatives can be brought in-house! Each of these training modules can be delivered with your branding & with your input on internal terminology and customer specific pass or fail criteria.
Once all three modules are completed successfully by your CSR staff, they will be rewarded with a printable certificate to be signed by their call center manager they can display with pride.
We’ll provide the e-Learning in any format required to meet your infrastructure needs, (PPT, SCORM, HTML5, FLASH, Mobile Player apps for iPad and Android Tablets or your own proprietary Leaning Management System).
For web, mobile and LMS supported training, the material can be delivered so that call center managers can generate web-based reports on the status of each module, their score and a list of those who have successfully completed the training.