Customer Service Done Right for People with ADHD

Executive summary and scope

This guide explains how to design, staff, measure, and legally support customer service for people with Attention-Deficit/Hyperactivity Disorder (ADHD). ADHD affects an estimated 5–10% of children and 2–5% of adults worldwide; in a typical customer base of 100,000 people you should expect 2,000–5,000 adults with ADHD. The recommendations below apply both to customers who have ADHD and to service employees who themselves have ADHD.

Practical details include specific communication formats, measurable operational targets (answer times, script lengths), training curricula, reasonable accommodation examples, approximate vendor and training costs, and links to authoritative resources (chadd.org, additudemag.com, ada.gov). Each section gives immediate, actionable items you can implement in 30–90 days.

Designing customer journeys for customers with ADHD

ADHD commonly causes distractibility, working-memory limits, and difficulty sequencing multi-step instructions. Optimize every customer path so interactions are shorter, clearer, and resilient to interruptions. Aim for interaction segments under 5 minutes, no more than 3 sequential steps without a confirmation checkpoint, and text messages or emails capped at 80–120 words (roughly 3–6 short sentences). Visual design: use 16–18 pt body font on web interfaces, 1.5x line spacing, and high contrast (WCAG AA or better).

For phone and chat: set an Average Speed of Answer (ASA) target of under 30 seconds and a First Contact Resolution (FCR) goal of 70–85%. Long hold times correlate with abandonment: design callback or SMS-queue options so the customer never waits on hold longer than 2 minutes. Offer multi-channel handoffs with context: when transferring between chat, phone, and email, always include a one-line summary (“Issue: billing dispute; last action: requested uploaded invoice”) so working memory load is minimized.

Tactical design elements (quick list)

• Micro-steps: break processes into 2–3 tasks with explicit end-points and estimated time (“This takes ~4 minutes”).
• Progress markers: use visible progress bars with numbered steps and time estimates (e.g., “Step 2 of 3 — 2 minutes left”).
• One-thing messages: keep prompts to one ask (e.g., “Please upload your ID” not “Please upload ID and explain issue”).
• Persistent context: send a post-call summary by email/SMS within 5 minutes including next steps, deadline, and contact method.
• Alternative modes: provide short video walkthroughs (60–90 seconds) and downloadable one-page checklists for self-serve tasks.
• Low-friction verification: use knowledge-based verification alternatives (SMS code, customer photo) to reduce cognitive load from security questions.

Training and managing agents with ADHD

Agents with ADHD can be high-performing with the right supports. In hiring and retention, consider structured interviews, clear job descriptions, task lists, and short shift blocks (e.g., 3–4 hour specialist sessions rather than one continuous 9-hour block). The industry average annual turnover in contact centers ranges 30–45%; targeted supports can reduce attrition by 10–20 percentage points for neurodiverse staff.

Train supervisors to use objective performance metrics combined with flexible scheduling and reasonable accommodations. Examples: noise-cancelling headsets, single-task queues, visual timers, and private micro-breaks every 60–90 minutes. Offer written shift plans and checklists; agents with ADHD respond particularly well to checklist-based scripting and visual cue cards that reduce on-the-job cognitive load.

Training modules checklist

• Module 1 — Neurodiversity basics (30–45 minutes): prevalence, strengths, pitfalls, empathy language.
• Module 2 — Communication techniques (60 minutes): micro-instructions, repetition protocols, templates for summaries.
• Module 3 — Accommodations & workflows (45 minutes): reasonable adjustments, scheduling options, escalation paths.
• Module 4 — Metrics & feedback (30 minutes): objective KPIs, coaching scripts, and privacy considerations.
• Implementation cost ballpark: internal training rollout $1,000–$5,000; external consultant or e-learning development $3,000–$12,000 depending on scale.

Operational metrics, technology, and legal considerations

Track ADHD-friendly KPIs in addition to standard contact-center measures. Recommended targets: ASA <30s, abandonment <5–8%, FCR 70–85%, average handle time (AHT) modularized into microsessions <8 minutes. Add a customer satisfaction metric specifically for accessibility and clarity (a 2-question micro-survey post-interaction). Collecting this data monthly lets you spot whether changes reduce repeat contacts or lower escalation rates.

Technology: use CRM notes templates that auto-fill context, enable omnichannel transcripts, and provide agent-facing timers and step checklists. Consider a simple accessibility investment: a one-line script generator and 90-second explainer videos for top 10 tasks — typical production cost $500–$1,500 per video. For deeper accessibility audits or UX changes, budget $100–250/hr for consultants or $2,000–10,000 per project depending on scope.

Legally, in the U.S. ADHD can be a disability under the ADA when it substantially limits a major life activity. Employers should consult EEOC guidance (eeoc.gov) and consider reasonable accommodations. For customer-facing policies, follow ADA website guidance (ada.gov) and allow alternative contact modes. Share public access information on your support page—specify accessibility contact methods and guaranteed response timelines (example: “Accessibility requests: email [email protected]; response within 48 business hours”).

Resources and next steps

Practical immediate steps: (1) run a 30-day test on one high-volume customer journey using micro-steps, (2) train a pilot team on two modules above, (3) add an accessibility satisfaction metric to your monthly dashboard. Typical pilot budget for a mid-size company: $5,000–$20,000 depending on video content and consultant involvement.

Authoritative resources: CHADD (chadd.org) for ADHD resources and advocacy, ADDitude Magazine (additudemag.com) for practical guides and scripts, ADA (ada.gov) and EEOC (eeoc.gov) for legal compliance. Implementing the practical tactics listed above will reduce customer friction, improve agent retention, and measurably increase customer satisfaction for neurodiverse populations within 60–90 days.

How do I contact DoneFirst?

Please email: [email protected] if further assistance is needed.

What is the refund policy for done first?

What is your refund policy? You may request a refund up to 48 hours before your appointment by emailing us at [email protected] to cancel your appointment. There are no refunds issued for appointments that are canceled or rescheduled within 48 hours of an appointment time.

Can ADHD online prescribe Adderall?

Healthcare professionals authorized to prescribe controlled substances via telehealth can provide a prescription for Adderall online after a detailed health assessment. Adderall has specific side effects and risks. Remember to discuss them with your physician before starting treatment.

Who should I contact for ADHD?

If you are concerned about whether someone might have ADHD, the first step is to talk with a healthcare provider to find out if the symptoms fit an ADHD diagnosis. The diagnosis can be made by a mental health professional, like a psychologist or psychiatrist, or by a primary care provider, like a pediatrician.

How much is done per month?

After you complete the initial appointment and are provided a treatment plan, you qualify for our membership plan. In order to continue with your treatment plan, you are required to be part of our membership plan, which is only $79/mo.

Is customer service good for ADHD?

Customer Support/Call Center Jobs
Customer-facing jobs such as support or call center roles can be difficult for ADHDers for multiple reasons. These jobs tend to be highly repetitive in ways that those with ADHD may find boring.