1. Accessibility Awareness Training for Customer Service Representatives © 2014, T-Base Communications Inc. Welcome to Accessibility Awareness Training for Customer Service Representatives. This training is provided in three modules: Module 3 – Interacting with Customers who are Blind or Have Low Vision After completing all three modules, you will be fully knowledgeable about how to best serve customers who are blind, low vision, and have print-related disabilities, in order to help them reflect on your organization’s commitment to accessibility, and fully understand the specific alternate format products your company offers. Let's get started with Module 1. Welcome Module 1 – Introduction to Providing Great Customer Service to Blind and Low Vision Customers Module 2 – Understanding Alternate Formats and the Importance of Choice

2. Accessibility Awareness Training for Customer Service Representatives Introduction to Providing Great Customer Service 4. Examples of ‘Accessible Formats’ under accessibility legislation are: a)Large Print b)Recorded audio c)Electronic Formats d)Braille e)Other formats usable by persons with disabilities f)All of the above The Answer is f) All of the above. All information posted on your company’s website must be fully accessible. Accessibility legislation requires that organizations must provide information available in accessible formats. In brief, companies are advised to provide their consumers with a range of accessible communications options to ensure that the consumer is getting what they need in a format or method of their choosing. This high standard is one that your company embraces, and ensures customers are served, and compliance is maintained. MODULE 1 Let’s Review! Click to reveal the answer

3. Accessibility Awareness Training for Customer Service Representatives Introduction to Providing Great Customer Service Danielle: Are you able to provide me with a list of options and alternate formats available to receive my bills in from now on? Will it cost me anything extra? Mark: Certainly! We provide a number of alternate formats that are available for all of your monthly bills to ensure that you can choose the one that is best suited for you. Is there a particular format you were interested in receiving your monthly bills in? Danielle: I'm not sure if I want my bills in audio or braille. Do you offer both? Mark: We sure do. I can review the list of available formats with you right now and answer any questions you may have as we go. I'm sure we can find one that best suits your needs. Let me start by letting you know that regardless of what format we decide on today, there is no additional charge. MODULE 1 Danielle calls into the call center to inquire about what alternate formats are available for her monthly bills. Mark is the attendant assigned to her call.

4. Accessibility Awareness Training for Customer Service Representatives Introduction to Providing Great Customer Service Was this call handled in a way that was compliant with accessibility legislation? a)Yes b)No The answer to the above scenario is a) Yes. Mark provided his caller, Danielle, with an explanation of the services offered. He provided her with choice by allowing her to review options that best met Danielle's needs. In addition, Mark stated that there was no additional charge for the alternate format, as the organization does not charge for regular print statements. The regulation also requires you to consult with the person making the request in determining the suitability of an accessible format. MODULE 1 Danielle calls into the call center to inquire about what alternate formats are available for her monthly bills. Mark is the attendant assigned to her call. Click to reveal the answer

5. Accessibility Awareness Training for Customer Service Representatives Alternate Formats and the Importance of Choice Welcome to Module 2 of the Accessibility Awareness Training for Customer Service Representatives In this module, we’ll cover common assistive technology used to access account statements, bills, and documents in alternate formats online. You'll have a better understanding of the specific alternate formats and how they are utilized by your customers. MODULE 2 Introduction

6. Accessibility Awareness Training for Customer Service Representatives Alternate Formats and the Importance of Choice Before we dive into the specific alternate formats, it is important to understand the different assistive technologies many users who are blind and low vision utilize every day to access their monthly statements, bills, and documents. Many alternate format files and web based communications can be accessed online using assistive technology. These software additions used by customers who are blind and low vision allow for the content on their computer screens (either from a file or your company website) to be read out loud with a synthesized voice. NVDA, Apple VoiceOver, JAWS, Windows Reader and Access Firefox are a few examples of screen readers (a common type of assistive technology) that are commercially available on the market, which your caller might be using. MODULE 2 Accessible Technology

7. Accessibility Awareness Training for Customer Service Representatives Alternate Formats and the Importance of Choice Audio provides access when reading print is not possible or is cumbersome for a customer. Audio format provides access to printed documents for people who are blind, low vision or have print-related disabilities, and is becoming increasingly popular on websites. For people who are blind or have low vision, a properly rendered audio file removes the challenge of interpreting computer files that contain graphics, multiple columns, and other complicated design components that are unfriendly to screen reading devices. MODULE 2 About Audio

8. Accessibility Awareness Training for Customer Service Representatives Alternate Formats and the Importance of Choice 3. Using a photocopier's zoom feature to enlarge account statements, bills, or documents to increase readability for users requiring large print is an acceptable way to provide accessibility. a)True b)False The answer is b) False. Large format documents, when correctly produced, follow a set of guidelines that improve readability beyond standard design and formatting. Photocopying does not adhere to these standards for the uniformity of font size and style, high contrast, and layout design. Photocopying can result in reproduction issues such as low contrast and poor quality and for some low vision users, can be cumbersome and unusable. MODULE 2 Let’s Review! Click to reveal the answer

9. Accessibility Awareness Training for Customer Service Representatives Interacting with Customers Welcome to Module 3 of the Accessibility Awareness Training for Customer Service Representatives After successfully completing this final module, you will have a print- ready certificate demonstrating you have completed the training and are knowledgeable and equipped to meet your blind and low vision customer needs and accessibility compliance. In this final module, we’ll cover how to determine specific accessibility needs of callers and what questions to ask (and avoid) in order to provide a stellar customer experience. MODULE 3 Introduction

10. Accessibility Awareness Training for Customer Service Representatives Interacting with Customers Despite the fact there are so many alternate formats available to accommodate various forms of disability, there may be some customers who are unsure which format to request or who are not online users at all. In these extreme cases, it's important to walk the customer through the alternate formats your company offers and decide on a vehicle of communication that best suits their needs. MODULE 3 Tips on Accommodation: As the first point of contact you set the stage for the service relationship. People with disabilities want to access and use services in the same way as people without disabilities do. You can assist people with disabilities to obtain, use, and benefit from your company’s services. It is important to remember that your role is to serve your customer, not diagnose or discuss the personal details of their disability. No disability is the same for everyone. Everyone is different and everyone has different needs. About Callers with Print-Related Disabilities

11. Accessibility Awareness Training for Customer Service Representatives Interacting with Customers To assist callers with print-related disabilities: You may ask: How can I assist you in getting the information you need today? Would you prefer information sent to your home by mail or do you have an email you prefer to use? Would you like me to read the information to you right now or would you prefer to read it privately on your own? Do you have a preferred alternate format? MODULE 3 Do not ask: What is your disability? Why can’t you read the information we sent you? Why can’t you just get a family member to deal with this? Is there a family member/another person I can speak to? About Callers with Print-Related Disabilities

12. Accessibility Awareness Training for Customer Service Representatives Interacting with Customers 4. When serving an existing customer over the phone: a)Ask the customer to explain the question or concern. b)Once you have found the information, read it to the customer and confirm your understanding of the question or problem. c)Make sure you describe where you are going on the monthly statement, bill, or document, what you are reading and what it says. d)Take your time and confirm your understanding of the enquiry at each step. e)Always ensure the person has the information they need before ending the call and/or always ensure that next steps (if necessary) are clear to the customer before ending the call. f)All of the above MODULE 3 Let’s Review! The answer is f) All of the above.Click to reveal the answer

13. Accessibility Awareness Training for Customer Service Representatives You’re at the Finish Line! Congratulations! You have now completed all three modules successfully. You are now equipped to meet the needs your blind and low vision customers, and are well versed in the appropriate accessibility compliance.