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Access denied: the disabled customers failed by customer service
Dec 13, 2023
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.
12:09
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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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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode