Customer Service

2007 Category Winner - Customer Service

Name of organisation:
EYE Cinema

Number of employees:
42

Industry Sector:
Leisure & Sport

Some examples of what Eye Cinema have done:

The organisation ensures it is reaching a diverse range of customers through its website, advertising in the regional newspapers, mail shots, radio adverts, school competitions and weekly e-mails to the NAD (National Association for Deaf People) and the NCBI (National Council for the Blind in Ireland).

Specific services the organisation offers to accommodate people with disabilities include onscreen subtitling for the deaf and hard of hearing, audio description headsets for the blind and visually impaired, wheelchair accessible theatres with additional space accommodations available through removable seating, reduced special needs rates, free admittance for carers, disabled parking and keyboard shortcuts to make their website more accessible. Additionally the organisation arranges special promotions with special needs schools in the locality.

This organisation measures customer satisfaction and improvements have been made as a result of feedback. Examples include: moving special screenings (e.g. audio description) to more sociable times at the weekends to make them more accessible, free admittance for carers as well as increasing the volume of sub-titled shows for the hard of hearing.

The organisation attracts people with disabilities in their marketing practices through mailing and direct communications with disability groups and schools each week. Additionally, the organisation includes accessibility notices in its newspaper, flyer and website advertising.

The organisation communicates the importance of customer service to employees through provision of customer awareness training. The customer awareness training provided included notes on customers with disabilities and referred to elements such as communication skills and hand signing.

By their own assessment, the organisation is the only cinema theatre in the country to currently provide the screening of “Audio Described & Screen Talk” (AD/ST). This technology allows the organisation to provide its services to customers with disabilities that were not previously accommodated by their industry.