Getting ready to launch
So, you’ve got your Auracast system up and running and it sounds great. Well done for upgrading your assistive listening system. The theatres that create the best experience are the ones where staff feel confident, informed, and ready to help.
Staff training for a great customer experience
Making people feel welcome and valued is everyone’s responsibility.
As well as having staff who are designated to help customers access assistive listening systems, it’s vital that all staff have at least a basic level of training, including:
- Being deaf aware, knowing how to interact with customers who are deaf or have hearing loss.
- Knowing that your venue has an assistive listening system and why it’s important.
- Understanding what Auracast streams are available and the content they contain.
- Being able to signpost customers to designated colleagues who can help them to access your assistive listening systems
- Meanwhile, designated staff should be able to:
- Help customers choose the access option that works best for them
- Explain and demonstrate any equipment being loaned by the venue
- Support customers to connect their hearing device to Auracast
- Resolve simple issues or know where to get additional help
Sometimes, a customer might not have installed the relevant app to connect their phone and hearing device. Staff can help them do this. Each manufacturer provides their own instructions, but the basic principles are described at Connecting hearing aids to smartphone.
To ensure that customers arrive as well informed and prepared as possible, see Communicating and promoting the service.
Soft launch
Start using the system. Get staff to assist each other to access the system.
Then invite some real people with hearing loss to try it. If you have a customer database which records access needs then you could start with them.
Allow plenty of time to help get equipment set up and working. Spend time with staff and users and observe what challenges they each face. What misunderstandings occur? Are your staff being deaf aware?