At least 1% of adults stammer. Add in those who might have dysfluent speech for other reasons, such as those with Parkinson's or those who've had a stroke, and this becomes a significant proportion of your customers or service users. Who, if they've had a bad experience with you in the past, may never return.
Whether you operate a call service, a customer support line, or work face to face with the public you are bound to come into contact with people who stammer. It's easy to get things wrong, with no ill intent, but it is just as easy to get things right.
We'd love to help you. It needn't be complex or expensive, but it can make the world of difference to your customers.
If you provide a public service, you have a legal duty to ensure your services are accessible for all your customers, regardless of their speech fluency. The Equality Act and the Disability Discrimination Act protect individuals who stammer from discrimination when buying goods or using services.
How we can help
At STAMMA, we provide training and materials to help companies create trouble-free customer and service-user journeys.
We run workshops to help train staff on face-to-face and telephone contact with people who stammer.
Download our Stammering & Customer Contact guide below. It provides simple recommendations and practical tips to make your customer journeys accessible, including for example dealing with silent calls.
If you work in healthcare, our Stammering & Patient Contact guide has more tailored guidance.
We offer bespoke workshops and resources on stammering inclusivity. The sessions can be tailored to meet your needs and can be conducted remotely or in person.