Public Perception - Improving Perception of Services, Reducing Complaints

Sign Language at Scale

Public Perception and Reducing Complaints

Your reputation and brand perception can be influenced by how effective you are at customer communications. Extending your accessibility ambitions to sign language can be a key differentiator.

Elevating Public Perception and Reducing Complaints: The Power of Accessible Customer Communications

With ineffective communication ranking as one of the top complaints among customers, it’s crucial for managers and leaders to recognise the profound impact that accessible customer communications can have on shaping public opinion and minimising grievances.

Why Ineffective Communication is a Major Challenge

It comes as no surprise that ineffective communication consistently ranks as one of the top complaints from customers. Unclear or inaccessible message can breed frustration, erode trust, and tarnish your reputation. In fact, studies have shown that it’s often the first or second most common complaint, acting as a glaring red flag that must not be ignored.

The Ripple Effect of Accessible Customer Communications

On the flip side, when organisations prioritise accessible customer communications, the benefits are multifold. Here’s how it positively impacts public perception and paves the way for a reduction in complaints:

Reaching your customers with communications they understand is the cornerstone of a positive customer experience. By prioritising clear, inclusive, and timely communication, managers and leaders in large organisations can significantly enhance public perception, cultivate brand loyalty, and mitigate the number of complaints. Remember, the path to success is paved with the wor\ds you choose and the ease with which you deliver them.

Enhancing Inclusivity: Elevating Deaf Awareness

In the pursuit of operational excellence and social responsibility, it is imperative for large organisations, especially those within sectors such as telecommunications and government, to embrace comprehensive inclusivity measures. This entails a dual commitment to fostering internal accessibility while equipping employees to address the needs of a diverse customer base, particularly individuals with hearing impairments.

Recent demographic statistics underline the significance of this initiative. Approximately one in five adults across the UK grapple with varying degrees of hearing loss or are Deaf, underscoring the prevalence of this demographic. Invariably, within your workforce and customer pool, you are likely to engage with individuals who encounter communication challenges stemming from hearing impairment.

It is pivotal to recognize that these communication hurdles extend beyond the auditory domain. The realm of written text can pose difficulties for Deaf and hard of hearing individuals, accentuating the need for an encompassing approach to Deaf Awareness.

A proactive measure in this regard involves imparting Deaf Awareness training to your personnel. This educational initiative encompasses foundational comprehension of British Sign Language (BSL), the primary mode of communication for many Deaf individuals. By instilling a basic proficiency in BSL within your staff, you effectively bridge the communication gap that often isolates those with hearing impairments.

Embracing Deaf Awareness not only enhances internal cohesion and inclusivity but also augments your external customer interactions. Armed with the ability to accommodate Deaf and hard of hearing customers, you extend a welcoming embrace to a previously underserved demographic. This resonates positively, not only in terms of public perception but also in terms of business growth and sustainability.

Embedding Deaf Awareness within your organisation signifies a commitment to accessibility and social equity. By facilitating internal accessibility measures and equipping your staff with Deaf Awareness training, including rudimentary BSL skills, you are poised to expand your customer base, fortify public perception, and bolster your organisational success.

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