Digital Accessibility for Customer Service Teams
Customer service and support teams meet disabled customers every day, by phone, web chat, email and in person. This practical course covers why accessibility is a mainstream customer service skill, plain language and alternative formats, working well with assistive technology, accessible web chat, forms, portals and apps, and making a reasonable adjustment on the spot. General awareness only, not legal advice.
- Easy-to-follow course
- 4 quizzes at 80% in every course
- Narration and captions on every screen
- Written and fact-checked in 2026
Watch the introduction, then see the interactions your learners will use.
One licence for your LMS, 12 months, for the learners you buy for, delivered as one SCORM package. Priced per learner, with volume discounts.
What your team will learn
Upon course completion, employees will gain a full and clear understanding of:
- Why accessibility is a mainstream customer service skill, and how common and often invisible disability is
- The UK and EU legal backdrop in outline, including the Equality Act 2010 and the European Accessibility Act
- How to communicate in plain language, offer alternative formats, and work well with customers using assistive technology
- What makes a web chat, form, self-service portal or app accessible or inaccessible
- How to recognise when a reasonable adjustment is needed and make one confidently on the spot
- When and how to escalate a request, and how to keep pace as accessibility standards continue to rise
Who it is for
Written for customer service. No technical background is needed, and nothing in it assumes a previous course.
This course from Blocknorth teaches customer service and support teams to serve disabled customers well and lawfully, across phone, web chat, email and in person. You will learn accessible communication, assistive technology basics, accessible digital channels, and how to make a reasonable adjustment on the spot.
Course contents
4 units. Each ends with a 10-question quiz; 8 correct unlocks the next unit.
Why This Matters for Customer Service
- How common disability actually is, and why it is often invisible
- Disability as permanent, temporary or situational, and how it can change over time
- The customer experience case for getting accessibility right, with a worked scenario
- The UK's Equality Act 2010 and reasonable adjustments, in outline
- The European Accessibility Act, for organisations serving EU customers
- Why this course is general awareness, not legal advice
Communicating Accessibly
- Plain language: what it is, and practical habits for writing and speaking it
- Alternative formats, and offering one before a customer has to ask
- Screen readers, speech recognition and other assistive technology customers may use
- Working well on a call or in chat when assistive technology is involved
- Relay services for Deaf and hard of hearing customers
- Common missteps, and a simple checklist for accessible communication
Accessible Digital Channels
- Why digital channels matter for customer service, not just for a web team
- The four principles behind accessible design, in plain English
- What good and poor practice look like in web chat, forms, portals and apps
- The current legal baseline, and the higher standard that is coming
- What a non-technical customer service person can actually spot
- What to do when a digital channel excludes a customer
Reasonable Adjustments in Practice
- What a reasonable adjustment actually is, in plain English
- Recognising when an adjustment is needed, from direct and indirect cues
- Common on the spot adjustments, and anticipating barriers in advance
- Two worked scenarios: an online-only offer, and a request for an accessible format
- Escalating confidently, and recording an adjustment sensibly
- A personal action plan, and keeping pace as standards continue to rise
Details
| Length | About 45 minutes, self-paced, resumes where the learner left off |
|---|---|
| Format | SCORM 1.2 package. Runs in any conformant LMS (Moodle, Cornerstone, Docebo, SAP SuccessFactors, TalentLMS and others) |
| Assessment | 4 unit quizzes, 10 questions each, 80% to pass. Score and completion reported to your LMS |
| Accessibility | Optional narration and captions on every screen, keyboard navigation, responsive on PC and tablet |
| Language | UK English |
| Publisher | Blocknorth |
| Written and fact-checked | In 2026, reviewed each quarter |
What a licence includes
One licence for your LMS, 12 months, for the learners you buy for, delivered as one SCORM package. Priced per learner, with volume discounts.
See pricing →Questions buyers ask
Will it run in our LMS?
Yes, if your LMS supports SCORM 1.2, which almost every LMS does. You upload one zip file, assign it, and completions and scores report back automatically. We confirm compatibility for your platform before you buy, and the free sample package lets you test it in place.
Can we try it before we buy?
Yes. Ask for the free sample package and you will have Unit 1 of a foundation course as a real SCORM 1.2 file, so you can check it runs in your own LMS. Request it with the form below and you will have it within 1 working day.
What do we receive?
The SCORM package, a one-page quick-start for your LMS administrator, the course listing sheet for your catalogue, and preview images. Updates to the course during your licence are supplied at no charge.
How does a licence work?
You licence the course for the learners you buy for, for 12 months, on your own LMS, and you receive one SCORM package. Pricing is per learner with volume discounts as your numbers grow, and we licence from ten learners upwards.
Where teams go next
Digital Accessibility for Business 101: What the Law Now Requires
Digital Accessibility for Content & Marketing Teams
Digital Accessibility for Designers & Developers
Digital Accessibility for HR & People Teams
Request a quote or the sample package
Tell us the course and roughly how many learners. You will have a quote, or your sample package, within 1 working day.
Prefer email? sales@businesstechnologytraining.com