Accessible Customer Service Starts Here: A Guide for Businesses Who Want to Do Better
When most businesses think about customer service, they picture friendly staff, fast responses, and maybe a satisfaction survey. But for customers with disabilities, great accessible customer service begins with something more fundamental: access.
Accessible customer service means being able to:
- Use your website
- Contact your support team
- Get questions answered in accessible formats
- Navigate your systems without barriers
Unfortunately, many of us who live with disabilities are used to being overlooked or misunderstood in customer service spaces. The good news? Businesses can change that – and when they do, it builds trust, loyalty, and lasting relationships. Whether you’re just beginning your accessibility journey or looking to improve existing practices, these are ten things your customers with disabilities want you to know.
1. There are a lot of us, and we’re your customers.
Roughly one in four people worldwide identify as having a disability. We are not a small or specialized group. We are part of every community, every market, and every customer base. Designing accessible customer experiences isn’t just inclusive—it’s good business.
2. We have the right to equitable access.
Access to information, services, and digital spaces isn’t optional or extra — it’s a civil right. But many of us have spent our lives navigating spaces that weren’t built for us. That history shapes how we approach customer interactions — and why being met with respect and care matters so much.
3. We notice when you make an effort, and we value it.
When a business prioritizes accessibility, we see it. It shows that you recognize our needs and welcome us as part of your customer base. Those efforts may not always be perfect, but they matter — and they’re remembered.
4. Accessibility is a journey, but we’ve been living with the lack of it for generations.
You may be just starting to learn about accessibility. We get that — and we’re encouraged to see progress. But while you’re learning, remember: we’ve spent decades facing barriers just to do everyday things. Acknowledging that history builds trust and helps avoid repeating past mistakes.
5. When we report an access barrier, take it seriously, even if you don’t see it yet.
Sometimes, you won’t understand the issue right away, and that’s okay. What matters is listening, validating our experience, and committing to finding a solution. We don’t expect perfection; we expect respect.
6. We know what we need, and we’re usually happy to collaborate.
We are the experts in our own access needs. Often, we know exactly what needs to change to make something work. If you’re open to listening and adjusting, most of us are happy to work with you to find a path forward.
7. No amount of training makes you an expert in someone else’s experience.
Accessibility training is essential, but it’s not one-size-fits-all. Avoid assumptions and ask thoughtful questions. What worked for one disabled customer may not work for another. We appreciate curiosity paired with humility.
8. Giving feedback takes time and energy; we’re not trying to catch you doing something wrong.
When we contact you to report an issue or request an accommodation, it’s often exhausting. It takes extra time, energy, and patience. We’re not out to create problems. Most of us just want to accomplish a task and move on with our day like anyone else.
9. Accessibility isn’t a favor, and we’re not asking for special treatment.
We’re not looking for an advantage, and we’re certainly not asking for pity. Accessible customer service is about creating equal opportunity to engage, purchase, participate, and thrive. It’s a baseline, not a bonus.
10. If you get it right, we notice — and we’ll tell people.
When we have a great experience with accessible customer service, we remember it. We share it. We come back. And in many cases, we become loyal customers and powerful advocates. Accessibility done well speaks volumes.
Closing Thoughts
Customers with disabilities aren’t asking for perfect service. We’re asking for thoughtful, inclusive experiences that let us participate fully. Every improvement you make toward accessibility sends a message: that we belong, that our business matters, and that our time is worth just as much as anyone else’s.
If you’re ready to take the next step in making your customer service more accessible, we can help. Reach out to Accessible Web for consultation, staff education, and support in building equitable systems that work for all of your customers, including those with disabilities.
