Unit 3 Communication in the customer service role
Session 4 Understand how to meet the needs of a diverse range of customers
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Communicating with people who have language/speech difficulties
Try and ask short questions that only require short responses.
Don’t raise your voice unless requested as most speech-impaired customers can hear and understand.
If you don’t understand, ask the person to repeat what you do not understand or try rephrasing what you wish to communicate.
Communicating with customers who have sight difficulties
When greeting a person with a visual impairment always identify yourself and introduce anyone else who might be present.
When offering assistance (to sit, for instance) allow the person with visual impairment to take your arm if needed.
Offer to hold or carry packages in a welcoming manner.
Giving a verbal cue is always helpful.
Let the person know in advance when you will be moving from one place to another.
Communicating with customers who have hearing difficulties
When communicating with a deaf or hearing impaired person look directly at the person and speak clearly, naturally and at a normal pace.
Only raise your voice when requested.
Make sure that the person has understood what you wish to communicate.
Communicating with customers who have difficulties with forms
Organisations could ask someone to complete a form on the customer’s behalf.
Staff could help the customer fill it in correctly.
Extra staff could be made available to explain certain things in more detail or to provide any extra assistance if needed.
Remember, the best sources of information about customer needs are the customers