High-Tech, High-Touch Customer Service

chapter 9technological change and disabled customersa true opportunity, if you avoid the missteps

serving—anticipating—the needs and wishes of people with disabilities is a true opportunity. I know that sounds like clichéd happy-talk, but I mean it: People with disabilities constitute a large and growing segment of the populace, a factor that should be enough to encourage you to commit, with a sincere smile rather than a grudging grimace, to serving them. Furthermore, the public whom you serve includes an even larger, and also growing, proportion of people who are children of, parents of, spouses of, siblings of, or simply fond of people with disabilities. So don’t assume that showing active kindness to this segment will go unrewarded or, on ...