PART 4: The Deaf Customer Experience – Training

Today is the final instalment of our 4-part blog series on delivering optimal customer experience as part of the deaf customer journey and in particular with regards to wearing face coverings.

In this article we will be focusing on training: 

Now that you have taken a look at your deaf customer journey, decided upon which solutions you will implement and know how you will communicate….

time to encapsulate some key principles of face to face communication into something clean and visual to train your team.

You will want to make these key principles easy to remember and centre them around delivering an authentic customer experience.

Focusing on delivering the optimal customer experience will have a positive impact on ALL customers.


You may want to include:

• Maintain eye contact
• Smile and use positive facial expressions
• Point things out
• Gesture
• Talk clearly and at your normal pace – not louder or slower
• Write things down in Plain English

Talk about the challenges that some customers will have wearing face masks.
These can then be quickly communicated to your teams using your scrums or huddles.

What about deaf employees

Although colleagues in many cases are not wearing face masks – if you have colleagues who are deaf or have a hearing loss, they will be faced with customers who will be wearing face masks, which means that they will not be able to access anything that the customer says.

We are here to help

We know that this is a time where you have so much to consider as businesses and retailers, so we are here to make it easier for you.

Jump on a call with us and we can help you with everything deaf employee and customer experience!