We are IRIS- incorporating relay into service. IRIS is a consulting company that provides FCC-complaint training for Customer Service Representatives (CSRs) who take relay calls from deaf or hard-of-hearing clients. We can help balance customer expectations and financial objectives, by identifying the performance metrics that will drive success to your company.
We can help you reach a new level of customer service to the deaf and hard-of-hearing, improving your company’s image with that community of 4 million, as well as helping you to stay ahead of FCC and ADA compliance.
Jason Love is the founder and CEO of IRIS – Incorporating Relay Into Service. For 16 years, he has provided sign language interpreting services, consultations, workshops and training in a variety of educational, legal and medical settings nationwide. He also has six years of experience in Video Relay Services interpreting and training.
He began IRIS in 2013 to help companies develop policies and procedures for their Customer Service Representatives (CSR) who accept relay calls from deaf and hard-of-hearing clients. Through a series of training sessions and workshops, he hopes to help CSRs improve their relations with the deaf community by introducing them to Video Relay Services technology and helping them hone their skills.
“I got started doing this because I have deaf friends and family members, and I have a passion for the deaf community,” he said. “I want to see this community get equal treatment and superior services.”
Jason feels there is a lot of misinformation and miscommunication when it comes to dealing with the deaf community and thinks this type of service will help avoid potential lawsuits and enhance, retain and grow a company’s deaf client base.
“My biggest influence in my career would have to be my deaf mother,” he said. “She always challenged herself, never allowed her disability to have a negative impact on her life or family. She always advocated for herself and others that had or have disabilities.”
Jason graduated from Pierce College with a degree in interpreting. He also achieved the National Interpreter Certification (NIC) Master level, the highest certification awarded by the Registry of Interpreters for the Deaf.
Our mission is to provide training for Customer Service Representatives (CSR) who work for companies that take Relay Calls from deaf or hard-of-hearing clients. We will also provide Federal Communications Commission (FCC) complaint training and outstanding customer service ratings to deaf customers. Our workshops are framed around client specific objectives targeting Video Relay Service (VRS), the deaf culture and the FCC. Your company’s CSR will apply what they learn from our training to their day-to-day responsibilities so they can deliver a better customer experience for deaf and hard-of-hearing customers when VSR is involved.
IRIS – Incorporating Relay Into Service – is changing they way deaf and hard-of-hearing customers are being heard by merchants and members of the public entity. Their telephone calls are being treated equally and respectfully as though they were made or received by hearing individuals. In as such, all merchants and similar representatives have the appropriate skills, tools and training to properly make or receive relay telephone calls.
Our Commitment to Diversity
In keeping with IRIS’ principles and values, this statement of diversity outlines the company and its interpreters’ commitment to maintaining opportunities for deaf and hard-of-hearing individuals to communicate, be respected and be treated fairly by merchants and members of the public entity such as Customer Service Representatives (CSR).
Diversity encompasses all differences including culture, race, religion, sexual orientation, physical and mental disabilities, ethnicity, gender, age, gender identity or expression and other facets of life. The company’s business plan, training guidelines and principle goals are designed to build relationships and trust between deaf and hard-of-hearing clients and CSRs without showing discrimination.
IRIS trainers and interpreters:
- Adhere to standards of confidential communication
- Possess the professional skills and knowledge required for the specific interpreting situation
- Conduct themselves in a manner appropriate to the specific interpreting situation
- Demonstrate respect for consumers
- Demonstrate respect for colleagues, interns and students of the profession
- Maintain ethical business practices
- Engage in professional development
We believe that attracting, developing and retaining a base of training clients who reflect the diversity of the deaf and hard-of-hearing community is essential to our success. We also believe our success hinges on relationships with diverse professional companies, organizations and groups which we train.