How to develop inclusive, accessible customer services

Ensure inclusion is at the heart of your customer relations

Get 10 training courses for the price of 8

To help you get even better value this year, we have a 10 for the price of 8 bundle on AbilityNet online training courses for you and your team to enjoy. 

Book your training bundle

Book now

  • 10:00 - 12:00 BST
  • Wednesday 13 April 2022

Please note: after purchasing a ticket you are able to reassign the ticket, if somebody different to the ticket purchaser will be attending the training.

If the date for this training has now passed, you can join our mailing list and we will keep you updated when the training is repeated in the near future.

If you have any questions about your booking please email

Length of course: 2 hours.

What will be covered

This course is part of a series in which AbilityNet’s workplace inclusion experts discuss the importance of embedding inclusivity within your organisation. This  course focuses the customer experience and making sure it is accessible and inclusive by design.  

The so-called Purple Pound representing the spending power of disabled people is £274 billion* and yet so many organisations make it difficult for disabled people to buy from them or use their services. What sorts of barriers are you putting up to exclude disabled customers?  

AbilityNet’s disability inclusion experts will discuss the importance of embedding inclusivity at every stage of the customer journey. The course is interactive and practical and involves real life case studies and customer feedback to help articulate the benefits and how technology can be used to help achieve this. Attendees will use AbilityNet’s inclusion journey GAP analysis questions to help identify gaps in their own process and understand tech powered solutions that can help.    

Why you should attend

This course will look at:  

  • All the elements of the customer journey from first contact, to identifying needs, offering solutions, overcoming challenges and ongoing customer relationship.
  • We will zone in on what you need to think about from an accessibility and inclusion perspective, including environmental/physical considerations, communication considerations, interaction considerations, managing anxiety and emotions, resolving conflicts and complaints, and obtaining feedback for continuous improvement. 

What you will learn

At the end of this course you will be able to:

  • Describe the dos and don’ts of inclusive, accessible customer service 
  • Understand the unintentional barriers we can create that impact on the customer experience  
  • Zone in on areas for improvement in your own processes
  • Harness the power of technology in supporting inclusive, accessible customer service 
  • Implement immediate changes to make sure your customer services processes cater to the widest audience

Who is this training for?

  • customer service managers and directors
  • customer experience leaders and managers
  • customer service representatives
  • operations managers and directors
  • user experience and user researchers

Level of training

Suitable for experienced customer service employees and leaders, customer experience leaders and user experience and researchers. Also suitable for those who are newer to this area.

Important information 

Class size: We limit the number of people on our training courses to ensure all attendees can engage with the presenter, ask questions and have an informative experience

What to bring: You will need a good internet connection, access to a laptop or desktop computer and to be able to open/use the Zoom platform without restrictions on your device

Location: Online - this course is delivered via the Zoom platform


  • The course will be delivered with live captions
  • We can share slides in advance if required
  • A captioned recording with transcript will be shared with attendees after the live event

Why train with us?

97% of attendees rated our webinars and training ‘Excellent' or ’Good’ in 2019

* We Are Purple

What our previous attendees say about our workplace training

"Really brilliant session. Made me rethink my practice and go away buzzing with ideas."

"Many thanks, really useful session"

Meet your trainers

Amy Low

Amy Low

Amy Low is Service Delivery Director at AbilityNet, and heads up our workplace, education and free services teams. Having spent 15 years working in a variety of leadership and transformation roles within serviced property and IT services, Amy joined AbilityNet in 2016, drawn by the opportunity to leverage technology to remove barriers to participation for disabled people and create a better digital experience for everyone. She works with a wide range of institutions and organisations providing services and support to ensure their digital practices are meeting the needs of the widest audience.  

Teresa Loftus, smiling at camera in bright room

Teresa Loftus

Teresa Loftus is an Assessment Team Manager, AbilityNet Assessment Services.  She has worked for AbilityNet since 2012 delivering workplace assessments and disabled student assessments. 
Teresa has a background in Assistive Technology (AT) training and support to students with a visual impairment in mainstream schools and holds a Post Graduate Certificate in Ergonomics. She is National Association of Disability Practitioner (NADP) Accredited, has 20 years of AT experience and continuous professional development that supports a belief in Equality for all at work, home and in education. Teresa recognises that Assistive Technologies is forever evolving and improving so stays abreast of these through regular training events and research.
In her spare time, Teresa enjoys walking through glorious Gloucestershire and eating ice cream!