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Customer Talk

Identifying customers with communication disabilities may not be easy, and unless they are able to recognise the communication difficulty staff may struggle to interact successfully with these customers.

Telephone conversations are likely to be particularly difficult for customers unless the member of staff receiving the call is able to identify that there is a communication disability and to modify their interaction with the customer appropriately.

Customers need to feel confident that their interactions with all retail and service staff are going to be stress free and successful. They need to feel sure that they will be treated with understanding and respect. 

 

Case Study: Devon and Cornwall Police

Effective callhandling: meeting the needs of callers with diverse communication difficulties
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Case Study: Parliamentary and Health Service Ombudsman

Customers with Communication Disabilities - Equal Access and Excellent Service
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Case Study: South West Water

Customers with Communication Disabilities - Equal Access Excellent Service
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The Equality Act 2010

A summary guide for businesses who sell goods and services.
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"It was informative, and I found, eye-opening. I think I will take that bit extra time now to wonder if there may be a reason for the caller’s behaviour."