Improving the Telecommunications Customer Service Experience for People with Disabilities
Thursday, 04 November 2010
CFIT is currently working with a subgroup of the Comreg Forum on Telecommunications Services for People with Disabilities on a Mystery Shopping exercise between now and early 2011.
The aim of the exercise is to evaluate the effectiveness of the customer service of telecommunications service providers, in relation to customers with disabilities. The outcome of the research will be to provide feedback to service providers on a summary (to be made public) and individual (to be kept confidential) basis.
The mystery shopping exercise, which will be conducted by people with disabilities, will aim to assist service providers in enhancing their related staff training programmes with a view to improving the overall customer service experience for customers with disabilities.