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Communicating Effectively with Customers Who Have Disabilities

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Communicating Effectively with Customers Who Have Disabilities

Communicating Effectively with

Customers Who Have Disabilities

When the 1990 Americans with Disabilities Act was passed in the United States, the number of people with disabilities was estimated to be over 43 million. Since then the number of aging societal members has swelled that number to more than 56 million people – over 19% of the population. The impact of those numbers is that more of your customers today and into the future have to deal with sight, hearing, speech and mobility impairments than ever before. These disabilities can create challenges in customer service, communication, and the workplace overall for you and other customer service representatives.

By educating yourself on the needs of people with impairments that reduce ability in the area of seeing, hearing or speaking can aid communication and help build stronger customer management and relationship skills. Through interpersonal communication skills, you are able to potentially improve customer and brand loyalty by enhancing overall customer satisfaction levels.

There are hundreds of pieces of literature and research in these areas available. Plus, each governmental jurisdiction has a multitude of agencies, nonprofit and advocacy groups that provide information. Start by a sound Internet search to identify resources.

For proven customer service ideas and strategies get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures, and How to Be a Great Call Center Representative. Each of these resources provides sound practices for improving communication and relationship management skills.

Who is Robert C. Lucas?

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

Customer Service Inspirational Quote – Karl Albrecht & Ron Zemke

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Customer Service Inspirational Quote – Karl Albrecht & Ron Zemke

Successful customer service representatives, and others in their organization who want to ensure high levels of customer and brand satisfaction, realize that only their dedication and positive attitudes can lead to success.

A simple concept summarized in the following statement, by noted customer service consultants and authors Karl Albrecht and Ron Zemke, provides a solid insight in how to shine in the service profession.

Customer Service Inspirational Quote - Karl Albrecht & Ron Zemke

Other Amazing Quotes by Karl Albrecht…

  1. There are only two ways to establish a competitive advantage: do things better than others or do them differently.
  2. You seldom improve quality by cutting costs, but you can often cut costs by improving quality.
  3. Start out with an ideal and end up with a deal.
  4. Albrecht’s Law – Intelligent people, when assembled into an organization, will tend toward collective stupidity.
  5. In an organization of any significant size, the executives cannot create the future single-handedly. They must develop the enterprise in a constellation of teams within the overall team if they hope to bring the special talents and resources to bear on the challenge of creating superior customer value and sustaining a competitive advantage in the eyes of its customers.
  6. The Zen philosophy posits that ‘human beings suffer’ and ‘the cause of suffering is desire.’ The way to put an end to suffering is to stop wanting everything, all the time.
  7. Customer needs have an unsettling way of not staying satisfied for very long.

Another Amazing Quote by Ron Zemke…

  1. Customers don’t distinguish between you and the company you work for. To the customer’s way of thinking, you are the company.

For specific ideas and strategies on how to effectively provide stellar service to customers, get copies of Customer Service Skills for Success, Please Every Customer: Delivering Stellar Customer Service Across Cultures and How to Be a Great Call Center Representative.

About Robert C. Lucas

Bob Lucas has been a trainer, presenter, customer service expert, and adult educator for over four decades. He has written hundreds of articles on training, writing, self-publishing, and workplace learning skills and issues. He is also an award-winning author who has written thirty-seven books on topics such as, writing, relationships, customer service, brain-based learning, and creative training strategies, interpersonal communication, diversity, and supervisory skills.

Additionally, he has contributed articles, chapters, and activities to eighteen compilation books. Bob retired from the U.S. Marine Corps in 1991 after twenty-two years of active and reserve service.

Bob Lucas B.S., M.A., M.A, CPLP is the principal in Robert W. Lucas Enterprises, Inc and an internationally-known author; learning and performance professionals. He has written and contributed to numerous books on the subject of customer service skill training.

He regularly conducts workshops on creative training, train-the-trainer, customer service, interpersonal communication, and management,
and supervisory skills.

Learn more about Bob and his organization at www.robertwlucas.com and follow his blogs at www.robertwlucas.com/wordpress,
www.customerserviceskillsbook.com, and www.thecreativetrainer.com. Like Bob at www.facebook.com/robertwlucasenterprises

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