Tips for Delivering Empathetic Customer Service for Disabled People in Your Contact Center
Provider: NICE CXone
Author: Ariel Lavender
Making your contact center more accessible not only helps give access to services to those who need it but gives a better user experience for all
NICE CXone has delivered a fantastic piece on practical tips for making your contact center more accessible! We encourage focusing on this for our readers at some level in your organization when building out or working to optimize your contact center. This investment not only helps to give you opportunities for expanding to a new population with a high customer satisfaction rate but also serves to make your overall users’ experience better by providing more and more easily accessible options for self-service.
Specifically cited were the needs surrounding self-service, agent soft skills, and better-designed web experiences. But the more specific social recommendations for supporting people with disabilities were the most pertinent to me as a disabled person. The first was so important to me in every customer service setting, which was to offer help, but not to give help when it is not asked for. There is always a risk as a disabled person when asking for help that we will be spoken to in a demoralizing or patronizing way. Because of that risk, I am always appreciative when there are self-service options that remove all possibilities of being spoken to in a way that I find unacceptable.
Another topic mentioned by NICE CXone was regarding agent soft skills was prioritizing patience and active listening.
In addition, giving instructions for more common interactions to help be more respectful of customers stood out to me. The recommendations for talking at a normal volume and speed unless asked to adjust by the customer themselves was a simple but amazing piece of advice. Often without thinking, people without disabilities will act unnaturally while interacting with disabled people, whether talking differently or moving differently; it is noticeable to those of us with a disability, and it is even more noticeable when people treat us with respect and normally interact unless asked to change how they are interacting with us.
But all of that is explored in more depth by NICE CXone in their piece on this topic. We encourage you to fill out the contact form here to go to NICE CXone’s website and learn more!