It’s not just technology: customer service matters
A positive experience starts from the moment a customer walks through your doors. Three things are crucial.
- People should be able to see that assistive listening is available and where to go for support
- All staff should be deaf aware – able to communicate effectively and confidently with customers who are deaf or have hearing loss
- Support with accessing assistive listening should be available from staff who are trained
Clear information about the available technology, trained staff who can provide assistance, and consistent availability across all theatres would also make the experience much more accessible and inclusive for people with hearing loss.”
– Person with hearing loss, using hearing aids
Clear signposting
Make it easy for customers to find help by visually signposting where to get help with Auracast prominently in your venue’s foyer. This could include physical and digital signage and clear directions from front-of-house staff.
Even if they have already read the information online, customers may still have questions about how to use Auracast at your venue.
Customers need to be able to easily find where they can:
- Collect a receiver
- Get support connecting to Auracast
- Provide feedback about their experience
We’ve got these user guides which are good, and it felt reasonably simple for our team. I think what this system allowed us to do was hand that ownership of it over to front of house for delivery, and that provided loads of clarification.”
– Access Manager, Factory International
Top tip: great accessibility combines good equipment with excellent customer service. Visually signposting on arrival can support this.
Deaf awareness for all staff
The quality of interactions with staff is just as important as the quality of the technology itself. Making sure all your staff are deaf aware and feel confident to communicate with customers with hearing loss, is a great way to make people feel welcome.
Most of the time I feel I have a positive experience, but sometimes there can be issues. I think sometimes there’s a lack of awareness there, or how deaf people work, or even how the equipment works.”
– Deaf person with tinnitus, using hearing aids
Get started with our e-Learning deaf awareness course.
Access and specialist support staff
Access and specialist staff should know how assistive listening systems work, and how to help customers use it. Letting customers know that staff are available and willing to help can make them feel more relaxed and able to enjoy the performance.
Written, step-by-step instructions for how to use equipment can be helpful for staff and customers.
Have clearer instructions and have a member of staff who knows available to offer assistance.”
– Person with hearing loss and tinnitus, using hearing aids
There are so many different sorts of hearing aids […] but we’re not experts, so people come to us and expect us to know, and we have a huge amount of information, and we’ve put together a flowchart just to help people as well and help ourselves too.”
– Groups and Access Sales Manager, Everyman Cheltenham
Top tip: create a visual guide or decision tree that staff can use when helping customers connect to Auracast.