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For September 2014:

How to make customer reps more accessible

This is probably one of the most asked questions these days and when it comes down to it, it is a question that is not all that difficult for me to respond to.

So many companies are racing to ensure that their customer reps can become more accessible but what does this really mean? I am going to start you off with a very informative list of points and I am sure that from herein you can add to it as you go along.

Make sure that your customer reps have been properly trained as to how to interact with persons with disabilities.

Your consumer database of persons with disabilities can look like this; blind and partially sighted, deaf/blind, the learning disabled, the hard of hearing, those with cognitive disabilities, the technically shy, seniors.

Your customer reps should be able to answer questions pertaining directly to the products and services that you offer and they should be able to deal with questions that arise with regard to how to surf your website, find required info, complete order forms, etc.

Your customer reps should be trained as to how to lend assistance when requested and to even go the extra mile to render such assistance.

I am going to end this by offering this suggestion: That customer reps be given regular training sessions on how to become more accessible to those with special needs and special requirements and that maybe if you can, to have a special department set up to deal with this.

I'm Donna J. Jodhan, your freelance writer and roving reporter wishing you a terrific day.

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