Inclusive Customer Experience, Sign Language Communication Basics & Accessibility-Centered Service Delivery
Venue: Gelian Hotel, Machakos-Kenya
Date: 1st - 6th June 2026
Cost: Kshs. 86,000 / USD 850
CPD points: 10
Overview
Make your customer service truly inclusive with this program on sign language communication basics and accessibility‑centered service delivery. Participants will learn fundamental sign language vocabulary and phrases for common service interactions, along with broader principles of accessible service design. The curriculum covers deaf awareness, communication strategies, and creating physical and digital environments that welcome all customers. Through interactive practice and role‑play, attendees will gain confidence in serving deaf or hard‑of‑hearing customers and championing accessibility in their organizations. This program is essential for customer‑facing staff, service designers, and inclusion advocates.
Objectives
- Learn the manual alphabet and basic sign vocabulary for greetings and common requests
- Understand deaf culture and communication preferences
- Practice simple signed conversations for service interactions
- Develop strategies for communicating when signs are not known
- Identify barriers to accessibility in physical and digital service environments
- Design inclusive service processes that accommodate diverse needs
- Train colleagues on accessibility best practices
- Foster an organizational culture that values inclusion
- Measure and improve accessibility of customer experiences
Target Audience
- Customer service representatives and frontline staff
- Retail, hospitality, and tourism employees
- Healthcare and public service providers
- Service designers and experience managers
- Diversity and inclusion professionals
- Anyone committed to inclusive service delivery
Methodology
- Hands‑on sign language workshops with deaf tutors or video
- Deaf awareness and sensitivity training
- Role‑play of service interactions with deaf customers
- Accessibility audit exercises
- Service design thinking sessions
- Peer feedback and practice
- Action planning for inclusive service improvements
