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      EE is here to help

      EE recently teamed up with Action on Hearing Loss to improve customer service for people who are deaf or have hearing loss. Mel Jennings, who leads EE’s disability support team, tells us how.

      EE store person
      By: Mel Jennings, EE | 23 November 2018

      We teamed up with Action on Hearing Loss to do more for the 1 in 6 people in the UK who live with some form of hearing loss. We wanted to address their specific needs, with innovative smartphones and specially designed pay as you go packages for people who keep in touch via text messages or instant messaging rather than phone calls.

      And it wasn’t just products we were looking to develop: we asked Action on Hearing Loss to help us make every area of our business more accessible. So we’ve been working in our stores, our call centres and on our website to make using EE effortless for everyone.

      Introducing the EE disability support team

      EE support team
      EE Support Team

      One of the first things we did was to launch our disability support team, who are specially trained to support customers with a wide range of disabilities including hearing loss. Our team is made up of 120 specially trained advisors, based in Plymouth, Newcastle and Merthyr. We’re here to make your conversations with EE smooth and easy.

      How are we helping people with hearing loss?

      We have Next Generation Text and BSL Video Relay services available from the ‘Contact us’ section of the EE website. Hearing loops are also available in all of our stores, and our sales advisors in store have been trained to support customers using them.

      Our BSL Video Relay service is supported by Interpreters Live! Both this service and Next Generation Text can support conversations between customers and advisors on sales, service support or home broadband.

      Finding us is easy

      Just use the self-disclosure form on our website, or tell one of our frontline advisors, who can register for you. Once you’ve done that, all your calls will be routed directly to our Disability Support advisors.

      Get help in stores, too

      It’s not just our call centres that we’re working on. All our store staff are trained to support customers with hearing loss, and our stores are set up to connect to hearing loops. Soon we’ll be introducing an appointment booking system, where customers with additional needs will be able to highlight their needs in advance – so the team can be ready to support you when you arrive in store.

      Here to talk

      We also have a webchat service accessible via our website, so you can speak to an advisor via a messenger service instead of on the phone. It’s accessible on laptop, tablet or mobile.

      You can find out more about the support we offer customers with hearing loss on our accessibility page. To see the latest offers on smartphones and pay as you go packs, check out the Action on Hearing Loss online shop at actiononhearingloss.org.uk/shopEE

      Mel Jennings, EE
      Mel Jennings

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