Each month I will be responding to a question; chosen from a pool of some of
the most commonly asked ones that I have been asked over the years and
continue to be asked.
This month, I’d like to answer the following question:
How to help technicians become more aware
It is probably the same technique that you may want to consider if you are
dealing with technicians over the phone or with technicians in person. When
it comes down to it; if you are a person with a disability or you are a
company that offers technical services, the key variables here are awareness
Here are some tips to get you started.
1. Technicians need to be made aware that in addition to the regular
customer, they will more than likely need to serve and support customers
with various types of disabilities.
2. They will need to receive training on how to interact with customers with
various types of disabilities.
3. They would need to be told that in the case of customers who are vision
impaired, there are different levels of vision loss thus making it so that
each customer is unique in their needs.
4. The same would be said for persons who have other types of disabilities.
Technicians need to hear this over and over again.
5. Particular attention needs to be paid in providing training as to how to
deal with seniors and the technically shy.
6. The technically shy is the term used to describe those who did not grow
up in the age of technology.
7. Technicians need to receive some type of training on various types of
access technology; be it basic or a bit above basic.
8. Appropriate phone etiquette needs to be adopted.
9. The same when it comes to on site support.
This list is by no means complete but it is a good start.
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