Contact us for in-house training
Upskill your team so together we can create a more accessible digital world.
Why you should attend
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 will benefit from this training?
- 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.
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: New date to be confirmed 2024
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 you're looking for training for more than 8 people on a single course, please get in touch with us to discuss our great value options.
Buy on demand
Attendees of the live training will receive a recording of the course. If you are not attending the live training you can buy an existing recording of the course on demand:
Course overview
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.
What you will learn
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.
Meet your trainers
Lizi Green
Lizi is a philosophy graduate and is AbilityNet's Digital Inclusion Consultant. She started working at AbilityNet in 2016 and over the years she has worked her way up through the levels of the team and is now responsible for delivering and developing workplace inclusion services to a range of clients across all sectors. Lizi has worked as an administration manager which gave her multiple experience in leading multiple teams across the organisation.
She is passionate about assistive technology being widely available and easily accessible. As part of her role she runs tech deco events that showcase free and low cost apps to help in education
Adam Tweed
Adam is AbilityNet's Innovation Consultant – Education & Workplace. With a BA in Film Studies, a BSc in Psychology and a career in IT in both the commercial and education sectors, Adam is a self-described jack-of-all-trades. He is a lover of all things tech and the idea of technology as an a seamless enhancement to ways of living and working that enables convenience, independence and a better quality of life.
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.
Sign up to our enewsletter for more training session announcements