Insights and thoughts from an expert

Ask an Expert

1325–75; Middle English (adj.) < Latin expertus, past participle of experīrī to try, experience

Every day we live with the need to communicate. We need to rise above simple translation and see the meaning, when we build a website we need to include everyone (not just the sighted) and when we travel we are faced with challenging physical barriers. I know what it's like and think I have the depth and resources to help others make the right decisions.

Each month I will be responding to a question, chosen from a pool of some of the most commonly asked ones that I have been asked over the years and continue to be asked. A complete archive of "Ask an Expert" articles can be found here.

This month, I'd like to answer the following question:

How to make customer reps more aware

Before you say no or turn thumbs down on these suggestions; consider these thoughts.

You can definitely increase your revenue and reduce both your internal and external costs and here's how.

  1. Your revenue will definitely improve if your customer reps are better trained when it comes to learning and knowing how to deal with those customers who have special needs. Nothing can be better than having a customer with a special need that goes around telling others that the company they deal with has customer reps who are very familiar and aware when it comes to their knowledge and skills levels.
  2. Customer reps who are top trained are able to produce more results for you because they are comfortable in what they say and how they say it.
  3. You can reduce both your internal and external costs because you would not need to spend as much money on training in the rudiments of customer service.
  4. You can develop manuals that provide guidance on how customer reps become more aware.

Take it from me! I have been an accessibility awareness consultant and advisor since 1998 and I continue to help companies to increase their revenues, reduce their costs, and reach hidden consumer markets!