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Customer Service Training for People with Disabilities
Training & Organizational Development
Customer Service Training for People with Disabilities
A forum for exchanging ideas about skills training, leadership training, management training, compliance training, e-learning, as well as organizational development and effectiveness.
I am designing a workshop to train customer service skills to groups of individuals with various types and degrees of disabilities. I would appreciate suggestions for general customer service training
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Forums » Topic Forums » Training & Organizational Development » Customer Service Training for People with Disabilities
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Customer Service Training for People with Disabilities
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Customer Service Training for People with Disabilities
posted at 9/24/2001 9:02 AM EDT
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Posts: 1
First: 9/24/2001 Last: 9/24/2001 |
I am designing a workshop to train customer service skills to groups of individuals with various types and degrees of disabilities. I would appreciate suggestions for general customer service training success stories as well as audio and video recommendations.
Thank you. |
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Customer Service Training for People with Disabilities
posted at 10/2/2001 4:08 AM EDT
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Posts: 7
First: 7/31/2001 Last: 1/27/2002 |
This is exactly what I do. How can I help? I am an experienced business person (before this training & Consulting/Speaking, I sold & marketed computer software). I have been disabled for 35 years and have a perspective born of experience - my employees vary in the length of time they have had their particular disability. My website is under construction/editing (still typos & additions that were there and now are gone but the "in process" site is at www.accessgroup.com/113 - we're not new but changes ... remember, all is still not correct, so please don't assume) if you give me an address, I'm glad to send info.
Tim Daly Access Group, Inc. Columbia, MD. 21045 410-715-1241 410-715-1241 |
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Customer Service Training for People with Disabilities
posted at 10/2/2001 7:19 AM EDT
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Posts: 2
First: 5/1/2000 Last: 10/2/2001 |
INCommunication has a wonderful program on customer service which we have used for help desk staff. The program is called Thinking Like A Customer. Not sure what disabilities you are facing, but I know they have modified this program extensively for special audiences, including a program for a population who were entering the workplace after being unemployed and homeless.
Contact Jennifer Fink 404 845-9990 or Darla Hastings 781-862-8888. |
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Customer Service Training for People with Disabilities
posted at 10/2/2001 4:06 PM EDT
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Posts: 4
First: 12/12/2000 Last: 10/16/2001 |
Hi,
This is Katherine Carol. Tim is exactly right. No customer service is complete without people with disabilities as part of the team. I have my own consulting and coaching firm. We did this type of training for a major airline. They, like many of the airlines had problems from sales, bookings, gatecheck to boarding. They all had a nasty habit of dropping about a million dollars woth of wheelchairs a year. When asked why do people with disabilities using wheelchairs just get standard size chairs we had to explain the people don't come in standard sizes. We did a pre and post test to determine the effectiveness of the training. There was a 65% improvement in performance as measure by the test and by management observation. There are many fine people out there. My advice is to make sure they customize their programs to your unique organization's culture and operating procedures. Hope this helps. Sincerely, Katherine Carol Tango Consulting Denver, CO 1-888-706-0176 kcarol@cnmnetwork.com www.tangoconsulting.org |
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Customer Service Training for People with Disabilities
posted at 10/10/2001 3:14 AM EDT
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Posts: 1
First: 10/10/2001 Last: 10/10/2001 |
I build distance learning systems for mostly government clients. I know that really does not have a bunch to do with customer service, but........
Think very hard about your audience. We are required to make all of our products Section 508 compliant. (http://www.section508.gov) This means that each product is accessible by all users. The thing to think about here is whether you are creating a compliant / accessible training environment or are you creating a viable training environment for those with disabilities. The difference: A visuall impaired user may or may not get complete value of the training, even though it is completely accessible. Often the visually impared user will be using a screen reader or braille display. This limits that interactiviy for that user. Although the screen reader or braille display will read everything to the user, it may not let them practice, etc. Often times disabled users will still have to have secondary individual training to get a full understanding of topics. Just an observation. |
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Customer Service Training for People with Disabilities
posted at 10/15/2001 1:57 AM EDT
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Posts: 1
First: 10/15/2001 Last: 10/15/2001 |
Make sure you cover all the bases when doing Customer Service training and remember its not just about soft skills. Customer service reps have a lot to learn - and training programs need to include a call center operational overview in order for reps to understand the context in which their role is performed. Without this knowlegde, they may never perform up to their potential. So be sure and include in your training things like why and how their performance will be measured, why schedule adherence is important in a call center environment, and perhaps even how the technology works to deliver a call to their desktop. The Call Center School (www.thecallcenterschool.com) offers an e-learning curriculum called Call Center ABCs that provides this call center operational overview.
615-812-8400. |
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