Category: Let's talk
Hi all,
Well every time my wireless internet stops working for a few days and we call the company to try to fix the problem they tell us to double click this and point the cursor to the arrow blah blah blah. I tell them I have a screen reader called jaws and it's for blind computer users and it doesn't read graphics on the screen like when the internet isn't work they have these little bars that pop up as different colors and such. And sometimes I can't always find someone who's sighted to help me so what do you do when internet companies are not helpful to jaws readers?
Figure out how to fix it on your own instead of harrassing already overworked tech support people.
Hi Christina. That can really be lousy.
Here are a few tips I've picked up while working with sighted customer support folks that might help. Unfortunately there's no magic bullet to make them realize that not everyone is mouse dependent.
First, know your screen reader. That's your responsibility, not theirs.
Second, cut them a lot of slack, and then cut a little more. After all, your goal is to get your problem solved, not to show them how smart you are. They are going to probably be dubious about your abilities and are already thinking: "oh my God what have I gotten hold of here!" So, be in control, but be friendly. I usually say something like, you tell me what you want me to do and I'll try to see that it is done.
Learn their language. When they say click on this, or double click on this, they probably mean "hit enter" or do a left mouse click. When they say, click on the file menu, they actually mean hit alt, then down arrow. They are used to visualizing the screen as a whole picture; not clumsily walking around it with obscure keystrokes. However, the keystrokes work, and that's our way.
Finally, there are certain problems that a blind person can't solve. Determining which lights are and are not on or are blinking on a modem is probably one of them. If this was your job, I'd suggest a light probe, but it isn't and so I won't. Just be willing to admit failure when it hits you in the face, and demand an on-site solution from one of their engineers, or something like that.
Hope this helps.
Bob
Bob
I'm a blind customer service rep for verizon so if I get a blind customer well it's a peace of cake. As far as other companies go most will just send a technician to your place if you are having issues. But I just explain that I'm blind and that they will have to bare with me as if they tell me to do something in a sighted format I usually know what they mean and can make jaws do what they are asking me to do.
Troy