Customer Support Accessibility Audit
Check that every contact route works for disabled customers.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit the accessibility of our customer support. Channels offered, hours, response times, and wording used: [SUPPORT_CHANNELS]. Scripts and templates: [SCRIPTS]. Complaints from customers with access needs: [COMPLAINTS]. Check whether there is more than one way to get help, whether phone-only or chat-only routes exclude people, whether scripts avoid assumptions, whether staff know how to handle relay and assistive technology users, and whether timeouts and verification steps create barriers. Return findings graded red, amber or green, a score from 1 to 10 for channel choice, language and staff readiness, and a half-hour staff briefing outline. Legal duties are [VERIFY] for [JURISDICTION]. Add a few scenario tests the team can run, such as a caller who uses a relay service and a customer who cannot complete a verification question, with the expected handling. Suggest metrics for tracking resolution times for access-related contacts. Flag any recommendation that could harm usability for another group, for example removing motion for everyone, and suggest options. Tag regional legal duties [VERIFY] and keep examples invented where real users could be identified.
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