About this session
Customers do not all see, hear, read, process information, communicate, move through physical spaces or use technology in the same way.
Yet many customer experiences are built around an assumed 'standard' customer: someone who can navigate a website without difficulty, hear a telephone conversation clearly, process dense information quickly, complete a complicated form and communicate in the format the organization expects.
Inclusive and accessible service begins by recognizing where those assumptions create unnecessary barriers.
Participants examine physical, digital, communication, cognitive, sensory and process barriers that can increase customer effort or prevent somebody from using the service independently.
They learn that access needs may be visible or non-visible and that customers should not have to explain personal diagnoses simply to obtain a workable service option.
The session then develops practical frontline behavior. Participants learn how to ask useful questions without making assumptions, use plain language, provide appropriate processing time, preserve customer autonomy and offer realistic channel or format choices.
They explore how to communicate respectfully when a customer uses assistive technology, an interpreter, a support person or another communication approach.
Finally, participants move beyond individual interactions. Accessibility problems are often created by systems, information, policies, forms, environments and channel design rather than by frontline behavior alone.
Participants learn how to identify recurring barriers, escalate them effectively, involve relevant expertise and use customer evidence to improve the service. The goal is not to memorize a list of customer groups.
It is to build a more flexible service model that works well across a wider range of human needs.
What your people take away
- Recognize physical, digital, communication, sensory and cognitive barriers that can make customer service harder to access
- Respond to customers as individuals rather than making assumptions based on disability, age, language or communication style
- Use clearer language, meaningful channel choice and appropriate flexibility to reduce unnecessary customer effort
- Preserve customer autonomy when interpreters, support persons or assistive technologies are involved
- Distinguish barriers frontline employees can solve immediately from those requiring organizational escalation
- Use customer feedback and recurring accessibility issues to improve information, processes and service design
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What each length covers
30 minutes
30 Minutes — Key Points: See the Barriers Customers May Be FacingA focused 30-minute session on three key points from See the Barriers Customers May Be Facing: look beyond the 'average' customer, recognize different types of access barrier and remember that needs may not be visible.
- Look beyond the 'average' customer
- Recognize different types of access barrier
- Remember that needs may not be visible
Covers 3 of 4 points in See the Barriers Customers May Be Facing.
60 minutes
Make Everyday Customer Service More AccessibleA focused introduction to inclusive and accessible customer service. Participants identify common access barriers, practice respectful communication and build a more flexible response for one realistic customer situation.
- Inclusive customer service
- Accessibility barriers
- Visible and non-visible needs
- Customer assumptions
- Plain language
- Communication preferences
- Processing time
- Customer autonomy
- Channel choice
- Accessibility escalation
- Inclusive Service Planner
- Live Q&A
Covers 1 of 4 parts: See the Barriers Customers May Be Facing.
90 minutes
From Accessible Interaction to Inclusive ExperienceThe extended session examines accessibility across communication, information, channels, assistive technology, service processes, handoffs and organizational improvement.
- Physical accessibility
- Digital accessibility
- Communication accessibility
- Sensory access
- Cognitive accessibility
- Neuroinclusive service
- Language and literacy
- Plain language
- Communication preferences
- Processing time
- Support persons
- Assistive technology awareness
- Alternative formats
- Channel choice
- Accessible handoffs
- Accessibility escalation
- Customer effort
- Live Q&A
Covers 2 of 4 parts: See the Barriers Customers May Be Facing and Communicate Without Assumptions.
3 hours
Covers 3 of 4 parts: See the Barriers Customers May Be Facing, Communicate Without Assumptions and Offer Access Through More Than One Route.
Full day
Inclusive & Accessible Customer Experience LabA hands-on full-day workshop covering all four modules. Participants identify customer barriers across realistic service situations, practice inclusive communication, evaluate channel and information access and redesign selected service interactions to reduce unnecessary customer effort.
- Module 1 — See the Barriers Customers May Be Facing
- Module 2 — Communicate Without Assumptions
- Module 3 — Offer Access Through More Than One Route
- Module 4 — Turn Inclusive Service Into Better Experience Design
- Accessibility Barrier Scan
- Assumption Check
- Plain-Language Rewrite
- Communication Preference Practice
- Processing-Time Scenarios
- Customer Autonomy Practice
- Channel Choice Review
- Accessible Information Review
- Assistive Technology Awareness
- Accessible Handoff Exercise
- Barrier Escalation Practice
- Inclusive Service Redesign
- Accessibility Measurement Plan
- Live Q&A
Covers all 4 parts.
Also available as a 4-week or 8-week program, for change that lasts. Ask us about it.
What’s covered
See the Barriers Customers May Be Facing
Every length- Look beyond the 'average' customerParticipants examine how service processes can unintentionally assume particular levels of vision, hearing, mobility, literacy, language fluency, digital confidence, memory, concentration or information-processing speed.
- Recognize different types of access barrierParticipants identify physical, sensory, communication, cognitive, digital and procedural barriers across common customer experiences.
- Remember that needs may not be visibleMany customers have access requirements that employees cannot see.
- Notice customer effortRepeated calls, abandoned applications, incomplete forms, missed appointments, confusion and requests for another channel can indicate an accessibility or usability barrier.
Communicate Without Assumptions
90 minutes and longer- Ask what would helpParticipants practice respectful, practical questions such as what communication method would work best or whether a different format would make the information easier to use.
- Use clear, plain languageComplex vocabulary, unexplained acronyms and long instructions can create unnecessary barriers for many customers.
- Adapt pace & processing timeSome customers may need additional time to process information, formulate a response, read content or use assistive technology.
- Speak to the customerWhen an interpreter, support person, personal assistant or companion is involved, participants continue addressing the customer directly unless the customer indicates another preference.
Offer Access Through More Than One Route
3 hours and longer- Create meaningful channel choiceA telephone-only, app-only, in-person-only or web-only process can create unnecessary barriers.
- Make information easier to accessParticipants consider readability, structure, captions, transcripts, alternative formats, form design and other ways information may need to be presented.
- Understand assistive technologyParticipants develop practical awareness that customers may use screen readers, magnification, speech recognition, captions, hearing technology, alternative input methods or other assistive tools.
- Design accessible handoffsAccessibility can break down when a customer must repeatedly explain communication preferences or start again with each new team.
Turn Inclusive Service Into Better Experience Design
Full day only- Fix the barrier, not just the caseWhen several customers encounter the same difficulty, repeatedly finding individual workarounds is not enough.
- Escalate with useful evidenceParticipants learn to describe where the barrier occurs, what the customer was trying to achieve, what failed and what workaround was required.
- Listen to people experiencing the barrierAccessibility improvement should include customer evidence rather than relying entirely on internal assumptions about what different people need.
- Measure access & customer effortParticipants examine service indicators such as completion, repeat contact, abandonment, channel switching, accessibility complaints, workaround use and customer effort.
Tools and materials
- Accessibility Barrier Scan
- Service Assumption Check
- Customer Effort Review
- Inclusive Communication Planner
- Plain-Language Review
- Assumption-to-Question Guide
- Accessible Interaction Planner
- Communication Flexibility Checklist
- Customer Autonomy Checklist
- Assistive Technology Awareness Guide
- Accessible Information Checklist
- Accessible Channel Review
- Accessible Handoff Planner
- Accessibility Escalation Brief
- Inclusive Customer Experience Playbook
Who it’s for
- Customer service and support professionals who interact with customers across different communication and access needs
- Customer experience teams responsible for reducing barriers across the customer journey
- Contact center, retail, hospitality and frontline teams serving diverse customer populations
- Digital and omnichannel service teams seeking stronger understanding of accessibility beyond the technology itself
- Customer success and account teams responsible for making ongoing services easier for different customers to use
- Service leaders who want accessibility and inclusion to become part of everyday customer-experience standards
How booking works
- Book online. Create a free Workbliss profile, then pay with session credits, by card or by invoice.
- Pick a date. Choose a date at least 14 days ahead, or book now and set the date later. Need it sooner? Email hello@workbliss.ai and we’ll see what we can do.
- Choose your expert. Within 3 working days, we send you profiles of the experts available for your date.
- We deliver it. Your expert is briefed on your people and goals, then runs the session live online or at your site.
Questions about Service for Everyone: Creating Inclusive & Accessible Customer Experiences
How long is Service for Everyone: Creating Inclusive & Accessible Customer Experiences?
Service for Everyone: Creating Inclusive & Accessible Customer Experiences runs as 30 minutes, 60 minutes, 90 minutes, 3 hours or full day. You choose the length when you book. A 30-minute session covers three key points from See the Barriers Customers May Be Facing: look beyond the 'average' customer, recognize different types of access barrier and remember that needs may not be visible. A 60-minute session covers See the Barriers Customers May Be Facing in full, with a live Q&A. A 90-minute session adds Communicate Without Assumptions. A 3-hour session adds Offer Access Through More Than One Route. A full-day session adds Turn Inclusive Service Into Better Experience Design. It is also available as a 4-week or 8-week program.
Can Service for Everyone: Creating Inclusive & Accessible Customer Experiences be delivered online or in person?
Yes, both. It runs live online, so every office can join at the same time, or in person at your site, in any country.
How do we book Service for Everyone: Creating Inclusive & Accessible Customer Experiences?
Create a free Workbliss profile with your work email, then open Service for Everyone: Creating Inclusive & Accessible Customer Experiences to see the price for each length and book it. You can pay with session credits, by card or by invoice, and choose a date at least 14 days ahead, or set it later. Need it sooner? Email hello@workbliss.ai and we’ll see what we can do.
Who leads the session?
A vetted Workbliss expert, briefed on your people, culture and goals before the session. After you book, we send you profiles of the experts available for your date within 3 working days, so you can choose who leads it.
Can it be tailored to our company?
Yes. Every session is shaped around your goals, your people and the benefits you already offer, and delivered by experts in your people’s languages.