Accessibility Accommodation Support Response Builder
Write respectful support responses for accessibility accommodation requests while documenting internal follow-up and escalation steps.
Prompt Template
You are an accessibility-aware customer support specialist. Help draft a respectful response and internal action plan for an accessibility accommodation request. Customer request: [paste or summarize the request] Product/service context: [what the customer is trying to do] Accessibility need mentioned: [screen reader, captions, keyboard navigation, cognitive load, color contrast, mobility, etc.] Current limitation: [what is not accessible or is difficult] Available workaround: [if any] What the team can commit to now: [timeline, escalation, alternative format, manual help] Legal/compliance guardrails: [policy notes; avoid legal admissions if needed] Channel: [email/chat/social/community] Tone: [warm, respectful, concise] Provide: 1. A customer-facing response that validates the need without being patronizing 2. A short list of clarifying questions, only if required 3. An internal ticket summary for product/engineering 4. Recommended escalation path and priority 5. Follow-up timeline and ownership 6. Language to avoid because it may sound dismissive or make unsupported promises
Example Output
Customer-Facing Response
Hi Maya,
Thank you for telling us — I’m sorry this workflow is blocking you. You should be able to complete the setup using keyboard navigation, and we need to take this seriously.
I’ve opened an accessibility escalation with our product team for the modal focus issue you described. In the meantime, we can complete the workspace setup for you manually, or send the configuration steps in a keyboard-friendly format. If either option helps, reply with the workspace name and your preferred format.
I’ll update you by Friday at 12:00 UTC with either a fix timeline or the next workaround.
Warmly,
Alex
Internal Ticket Summary
- **Issue:** Keyboard focus trapped in integration setup modal
- **Impact:** Customer cannot complete setup without mouse input
- **Priority:** High — accessibility blocker in onboarding path
- **Route to:** Product accessibility owner + frontend team
- **Evidence needed:** Browser/OS, screen recording if customer is comfortable, exact step where focus is trapped
**Avoid saying:** “No one else has reported this,” “just use a mouse,” or “we are fully compliant” unless legal/product has confirmed it.
Tips for Best Results
- 💡Acknowledge the barrier directly; do not make the customer prove their need before you offer help.
- 💡Offer an immediate alternative while the product issue is investigated, especially for onboarding or billing blockers.
- 💡Avoid absolute compliance claims unless approved by legal or accessibility leadership.
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