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Which? Shorts

Access denied: the disabled customers failed by customer service

Dec 12, 2023
12:09
Snipd AI
Explore the challenges faced by disabled customers in accessing customer service and the legal protections in place to support them. Learn how companies are failing to accommodate disabled individuals, leading to dissatisfaction and the need for change.
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Podcast summary created with Snipd AI

Quick takeaways

  • Companies need to offer varied communication methods to cater to diverse disabilities.
  • Businesses should prioritize awareness and training on disability issues to provide equal access for disabled consumers.

Deep dives

Barriers Faced by Disabled Customers in Customer Service Interactions

Contacting companies for disabled customers has become challenging, with long waiting times and inadequate resolutions. A survey revealed that many disabled individuals were unhappy with the time taken to get answers and the quality of assistance provided, especially in sectors like energy, telecoms, and financial services. Examples highlighted issues like missing credits in energy bills and difficulties in reaching customer service representatives.

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