In Sight: Serving Blind and Visually Impaired Customers with Dignity
This programme upskills your frontline teams with the specific behaviours and confidence required to deliver world-class service to every visually impaired customer.
Format
Duration
eLearning
40-45min
SCORM-compliant for client LMS
Integration
Programme Description
The barrier in inclusive disability service is rarely a lack of policy, it is a lack of confidence. Most staff members aren’t exclusionary by choice; they are simply afraid of "getting it wrong" or just unsure about what to do. This uncertainty leads to awkwardness, doing “the wrong thing” or total avoidance of disabled customer needs. In Sight is a 45-minute, storytelling-led eLearning programme designed to move your customer-facing staff into a space of genuine, dignified service. We combine updated and relevant practical tools with the lived experiences of real South African people to ensure your visually impaired customers feel seen, safe, and heard.
This Programme Includes
Immersive
Scenario-based Videos
We move beyond scripted (cringey) roleplay. Learners are guided by the voices, videos and inner dialogues of real visually impaired people who share the reality of navigating the customer experience.
Expert Learning Guide
This programme is guided by Roy Gluckman-John in an informal and human way, which appeals more to younger generations’ learning style.
Context-Specific Scenario Library
A bank of context-specific scenarios based on different retail/customer-facing environments allows for a programme that feels bespoke and relevant.
SCORM-Compliant
& Measurement
Designed for easy integration into your existing LMS, the programme includes built-in pre- and post-surveys to quantify shifts in your team’s confidence and readiness.
Learning Outcomes
The Confidence to Act
Build the internal confidence to approach and engage visually impaired customers without hesitation, replacing the fear of "getting it wrong" with clear, professional behaviours.
Interrupting Unconscious Bias
Identify and challenge the underlying beliefs and biases, such as pity or avoidance, that act as barriers to providing a dignified and high-quality service.
Practical Inclusive Behaviours
Gain specific, actionable knowledge on how to engage inclusively with visually impaired customers, ensuring every interaction improves their overall experience and sense of belonging.
Empowering Customer Agency
Master the communication tools required to ask respectful, open questions, ensuring the customer always remains in control of their own service journey.
Important Notes on the Sample Programme Below
Before you experience the sample below, we want to provide some context on the content you are about to engage with. This sample is designed to give you a "feel" for the journey, but it is not the finished product.
Sample Content: While the programme structure is fixed, the video content here is illustrative and does not represent final production quality.
Visual Impairment Sample: This sample focuses on visual impairment, but our framework extends across all disabilities, LGBTQIA+ identities, and the unique needs of elderly customers. Contact us for your specific needs.
Context-Specific:This version is tailored to a banking environment to demonstrate how we calibrate scenarios to your specific industry.
AI vs. In-Situ Filming:We used AI video for this sample. Final delivery can remain AI (cost-effective) or be filmed on-site with our colleagues for maximum authenticity.
Authentic Voice:While the visuals are AI, the voice-over is Lilley’s real voice, grounding the experience in her authentic, lived experience.
Final Delivery:This microsite is for demonstration only; the final product is a SCORM-compliant package for your internal LMS.
Module 1: Welcome and Context
Lesson 1: Meet Your Programme Guide
Module 2: Disability Awareness
Lesson 1: Disability Awareness Video
Module 3: What Comes Next?
Lesson 1: What to Expect in the Programme
Lesson 2: Meet the Narrators, Lilley and Abongile
Lesson 3: Before We Begin Though
Module 4: Pre-programme Survey
Lesson 1: Pre-programme Survey
This is a quick baseline check of your current confidence and readiness. It’s not a test, and it’s not used to shame or discipline anyone.
Module 5: Customer Experience Scenarios
Scenario 1: ATM Assistance, Handling Bank Cards and PINs
Module 6: Disability and Other Identities
Lesson 1: How Identities Collide
Module 7: Thank You and Closing
Lesson 1: Thank You and Post-programme Survey
Module 8: Post-programme Survey
Lesson 1: Post-programme Survey
Let's see what you took away from the programme. It’s not a test, so feel free to answer honestly.
End
Frequently Asked Questions
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Not at all. We have a strict "no-cringe" policy. We use real stories and authentic dialogue to ensure the learning feels relevant to a modern, diverse workforce who value honesty over corporate polish.
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The final programme is delivered as a SCORM-compliant package that integrates seamlessly into your existing LMS, complete with knowledge checks and reporting.
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Yes. While we lead with a core set of seven scenarios, we have a library of additional moments that can be swapped or added to align with your specific risk points or service priorities.
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Yes. Real people's stories are universal, and the programme format is engaging across different cultures and languages.
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None at all. We know your teams are busy, so we’ve designed this to be a high-impact, low-friction experience.
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We believe in absolute transparency and simplicity. We sell this programme for a once-off fee with no recurring monthly subscriptions or hidden "per-user" costs. You own the content from the very beginning. To help you keep the training fresh as your business evolves, we offer regular scenario updates and "Part 2" modules that can be purchased as optional add-ons.
