Serving customers with hearing difficulties

If you know or suspect that a customer has a hearing problem it is important to be sensitive to the situation.

Some customers may not feel there is a problem or may not want to acknowledge it.

Below are a few simple steps, which can help when communicating with people who have a hearing loss, or you feel may have a hearing loss:

• Get the customer's attention before you begin talking

• Maintain eye contact and ensure you are facing the customer

• Ensure good lighting in order for the customer to see your face, lip movements and facial expressions are especially important for those who have difficulty hearing

• Speak clearly and at a normal speed but do not shout

• Do not exaggerate words as it can make it more difficult to understand

• Do not turn your back on a hearing impaired person while you are speaking

• Check with the customer that they have understood what you have been saying

• Do not have too much distance between you and the customer

• Ensure background noise is kept to a minimum

• Do not cover your mouth

• Be patient and put the customer at ease

Most of all it is important to remain positive with the customer and adapt your communication style based on their individual needs.

For more information about hearing loss and the Hear the World campaign, visit www.hear-the-world.com.