How can you handle a call from someone who is hard of hearing?

1 Speak clearly and slowly

The first and most important thing to do when you receive a call from someone who is hard of hearing is to speak clearly and slowly. Avoid mumbling, slurring, or using jargon that may confuse the customer. Also, avoid shouting or raising your voice, as this may distort the sound or come across as rude. Instead, use a normal and calm tone and adjust your volume according to the customer's feedback. If you are using a headset, make sure it is positioned correctly and that there is no background noise or interference.

3 Use visual aids if possible

If you have the option to use visual aids, such as email, chat, text, or video, you may want to use them to supplement your verbal communication. Visual aids can help the customer see what you are saying, as well as provide them with a written record that they can refer to later. For example, you can send them a confirmation email with the details of their order, service, or appointment. You can also use chat or text to send them links, images, or screenshots that may help them understand your product or service better. If you are using video, make sure you have good lighting and that your face is visible and expressive.

4 Be patient and respectful

Finally, be patient and respectful when you handle a call from someone who is hard of hearing. Remember that they may have difficulties hearing you or following the conversation, and that they may need more time or assistance than other customers. Do not interrupt them, rush them, or make assumptions about their needs or preferences. Instead, listen attentively, ask open-ended questions, and show empathy and appreciation. Thank them for their patience and cooperation, and apologize for any inconvenience or misunderstanding that may occur.

Handling a call from someone who is hard of hearing can be a rewarding and satisfying experience if you follow these tips. By speaking clearly and slowly, repeating and confirming information, using visual aids if possible, and being patient and respectful, you can ensure that you provide a high-quality customer service and build a lasting relationship with your customer.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?