How can you ensure your customer service is accessible to everyone?

In my little years of experience as a customer service person, i have came to understand that using multiple channels will get your service more available to your customers faster. While some customers prefer to be reached through calls, many other would social media or even emails. The key thing is to ensure that all platforms are up and running and there is prompt response to customer's resolution on all platform.

In my view, ensuring accessibility in customer service requires a comprehensive strategy. This strategy should encompass clear and straightforward communication through various channels such as phone, email, live chat, and in-person interactions. Digital platforms should be designed with accessibility features. Employee training should prioritize sensitivity and helping customers, actively seek feedback to identify and eliminate accessibility barriers. Facilities should be wheelchair-friendly, and offer assistance to those with mobility impairments. Furthermore, a strong complaint resolution process is essential to address accessibility concerns promptly. This multi-faceted approach guarantees that the customer service is accessible to all.

customer service is applicable to everyone for as long as we offer different option for customers convenient and ability and capacity.. it is better we offer different channels for our customer , some may preffer calls, emails and different option to assist.

One of the ways to make your service available to others is to use multiple channels. We have some customers that will prefer to buy from social media while some will want to walk into a physical store. The most important thing is to be on/almost every platform your customer will be.

Offering multiple channels is very important especially ensuring that these channels are user friendly and always accessible. Ensuring your website and any online platforms are designed with accessibility in mind. Web content accessibility guidelines (WCAG) should be followed to make sure that people with disabilities can navigate and interact with your digital presence. If you offer phone support, ensure that your IVR (Interactive Voice Response) system is accessible, and provide options for customers to reach a human representative directly if they need to.

Language matters when we talk to our customers. Sometimes we adjust our language according to their way of perceiving the knowledge about the product. The best way to make them understand the complex services or policies of the company is by using examples or analogies. This technique always works for me.

To make sure a customer support is well set up to equally address any customer’s concerns, regardless of customer’s culture, a support agent needs to be well trained and deeply understand the possible implications of not following some basic rules: - listen and understand the issue, ask all relevant questions. Show empathy, which is not the same as stating you share the same or a different opinion. - use simple words even to address complex issues, explaining the resolution to the customer and ensure they understand; - never engage in discussing with the customer any cultural aspect of their reality. Explain what you will do, or not, but always in accordance with company’s policies, which are in turn made according to international laws.

In addition to that, regularly evaluate and update your accessibility measures to keep up with best practices and changing customer needs. By making your customer service accessible, you not only provide better service to a wider range of customers but also demonstrate your commitment to inclusivity and respect for diverse customer needs.