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Accessible Customer Experience Training Course (ACS-1-1)


Description
This course is designed to provide customer-facing employees the knowledge and awareness needed to deliver an inclusive customer experience for customers with disabilities.

After successfully completing this course, you will have a strong understanding of accessibility barriers people face, and you will know how to address instances as they come up, removing barriers and providing outstanding service to everyone.
Content
  • Welcome and Introduction to Accessible Customer Service
  • Welcome
  • What is accessible customer service?
  • Why are you so critical to inclusion and accessibility?
  • Why focus on accessibility in customer service?
  • One size does not fit all
  • Key takeaways: introduction to accessible customer service
  • Test your knowledge
  • Disabilities
  • The Americans with Disabilities Act
  • What is a disability?
  • Key takeaways: disabilities and the ADA
  • Overview of disability statistics and information
  • No two people are exactly the same
  • Key takeaways: disability types and statistics
  • Introduction to disabilities related to vision
  • Introduction to disabilities related to hearing
  • Key takeaways: vision and hearing
  • Introduction to disabilities related to mobility
  • Introduction to disabilities related to speech
  • Introduction to disabilities related to cognition or intellect
  • Key takeaways: mobility, speech, and cognition
  • Test your knowledge
  • Digital accessibility is an important aspect of web equality
  • Digital Accessibility
  • Websites and all other digital content have to work for people with disabilities
  • Assistive technology for digital content
  • Key takeaways: digital accessibility
  • Test your knowledge
  • Effective and respectful communication and language
  • Communication and language
  • Respect individual identity preferences
  • Key takeaways: language and identity
  • Stay neutral
  • Key takeaways: stay neutral
  • Avoid assumptions
  • Key takeaways: generalizations and assumptions
  • Plain language introduction
  • Plain language tips
  • Key takeaways: plain language
  • Test your knowledge
  • Telecommunications relay services
  • Telecommunications relay service
  • Key takeaways: TRS
  • Video relay service
  • Key takeaways: VRS
  • Video remote interpreting
  • Key takeaways: VRI
  • Customer Service by Phone, Chat, and Email
  • Accessible Customer Service Over the Phone
  • Key takeaways: phone communication
  • Chat best practices
  • Email best practices
  • Key takeaways: chat and email
  • Test
  • Final Assessment
Completion rules
  • All units must be completed
  • Leads to a certificate with a duration: Forever
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