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'Specialist in Deaf, Disability and British Sign Language training.

Passionate about equality and diversity training.' 

National Customer Service Week (NCSW)
3 - 9 October 2011

 Customer Service Week Logo

 

Learn how to improve your service to deaf and hard of hearing customers.

  

NCSW is organised by The Institute of Customer Service - the independent, professional membership body for customer service.  More about them here.

man with big ear

Tips on improving service for your D/deaf customers.
 

 

  

Remember they are taking in information visually.

  • Use gestures.
  • Be aware that your facial expressions will help add meaning to what you are saying.
  • Write down in bullet points or draw a picture or map.
  • Make eye contact. 
  • Ensure the deaf person can clearly see your face.
  • Ensure leaflets, signage and posters are clear.

 

Some deaf and hard of hearing people have some hearing.

  • Use a firm clear voice - (shouting distorts sound and your lip pattern so is not helpful).
  • Speak a little slower.
  • Offer the use of a loop system if you have one.
Learn the BSL Alphabet
 
If you do one thing for Customer Service Week, learn the BSL alphabet. 
Julie Signs easy

 

I'm right here on You Tube for you and can show you what to do!  It's easy (this is me signing 'easy').  Click on the You Tube logo to see me demonstrate the alphabet to you. 

 

 View our videos on YouTube

 

 

It's free

 

 

 

We're offering you Free resources!

Email me  to receive your FREE fingerspelling bookmarks

 

 

Find out how our in-house training courses can help you provide a better service to your deaf and disabled customers www.hearfirst.org.uk
 
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Case Study: Look what Salix Homes are doing for their Deaf customers

 

Salix Homes has proved that Deaf and disability awareness is at the top of its agenda after tenants praised the organisation for training its staff in British Sign Language (BSL).

As five members of staff celebrated passing their BSL Level 2 exams last week, the Salford-based Arms Length Management Organisation (ALMO) has been providing BSL training for its front line staff since 2008.Salix Logo

The aim of the course, which was delivered by HearFirst, is to improve communication between staff and its tenants who are deaf, deafened, deafblind or hard of hearing.

Residents living at Longbow Court in Broughton have seen at first hand, the benefits that the training has provided as their neighbourhood officer has been teaching them sign language so that they can talk to their Deaf friend.

Joanne Slater, 35 used her sign language skills to communicate to Marina Hoyles, 76 after realising that she was Deaf.  Other residents living at the complex saw Joanne and Marina signing together and asked if she would teach them some signs too.

Marina, who has lived at the sheltered court for over year, feels more included and is delighted that other residents have shown an interest and willingness to learn sign language.

Joanne first started learning sign language after attending an introduction to BSL and deaf awareness course in 2009 and is one of the five members of staff who have gained their Signature Level 2 qualification in BSL.  She now intends to continue her professional development by studying for BSL Level 3. 

Salix StaffJoanne said: "I think it is really important that all of our tenants feel included so the sign language training is a great idea, particularly for our front line members of staff.

"The organisation uses many different channels to communicate with its tenants.  All tenants should feel included in the service we provide so it is equally as important that we understand our deaf community and culture."

Salix customer access supervisor, Stephen Butterworth, said: "Before the training, I struggled to communicate with Deaf people.  I was embarrassed and didn't know what to do.  I was completely unaware of the Deaf Community and what it means to be Deaf.  Now I've completed my Level 2 BSL I feel much more at one with our Deaf tenants."

Sarah Davies, Neighbourhood Officer, commented: "Before the training, we held a conference for tenants.  Some Deaf tenants attended and whilst we did have a BSL interpreter there, we (Salix staff) were unable to interact with the Deaf tenants directly.  That made them angry and feel excluded. 

"Achieving this qualification has given me a confidence boost and means I can provide much better customer care."Salix staff with certificates

Julie Ryder, Director and Founder of HearFirst, said: "Salix Homes has continually recognised the importance of Deaf and disability awareness training for its staff but more importantly, the benefits that this provides for their tenants.

"The staff have worked hard to achieve this qualification and have shown their commitment to supporting Deaf BSL users.  Our aim at HearFirst has always been to deliver training that will result in real changes being made for real people.  This is a text book example of how that can happen."

HearFirst initially delivered a one day introduction course to BSL for 24 members of staff and have since provided Level 1 and Level 2 programmes.  Earlier this year, the company also delivered a half day BSL training course for tenants which was very well received.

Other members of staff who have successfully passed their Level 2 BSL exams include Patience Affoh (Organisational Development Officer) and Lisa Blakeley (Project Officer). 

Coming soon......10th October 2011 World Mental Health Day