Serving
the Hearing-Impaired Client
Overview:
Communicating with hearing-impaired individuals is often
a great challenge. In order to meet their needs, your staff must
be able to recognize that a hearing problem exists and adjust
their communication style to directly accommodate the individual’s
needs.
Audience: Anyone who sells to or serves the 50-plus customer, either on the phone or in person.
Objectives:
This training will allow your sales and service staff
to:
- Identify
important clues that indicate hearing loss.
- Appreciate
what life is like for individuals with hearing impairments.
- Learn
and use specific, practical tools and techniques that improve
communication with hearing-impaired individuals.
Outcomes:
- Increase
in customer retention with decreasing consumer frustrations.
- Reduction
in amount of time needed to conduct business.
- Reduction
in number of callbacks due to misunderstandings or inability
to hear staff.
- Front
line staff improves its ability to communicate with the hearing
impaired, reducing staff’s frustration, anger, and sense
of helplessness in serving the hearing-impaired customer.
Format:
- One and
a half hours of instruction
- Classroom
setting: lecture, discussion, exercises
- Informal,
interactive approach
- Extensive
handouts
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