CHAPTER 10

TEXT TELEPHONES: CUSTOMERS CAN SEE WHAT YOU’RE SAYING

The Americans with Disabilities Act (ADA) brings a new sensitivity to customers and employees with disabilities. About 9 percent of Americans are deaf or hard-of-hearing. As access improves and barriers are removed, you will interact with more and more such individuals as customers and coworkers.

Most people with full hearing are unfamiliar with the special needs of the deaf and hearing-impaired community. You may even find the prospect of communicating with a customer with a hearing impairment somewhat daunting. Don’t worry—it’s easy.

THE TEXT TELEPHONE

Until 1964, telephones were for the hearing community alone. If you were deaf, you needed to rely on a friend or neighbor to place ...

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