Serving Customers with Disabilities

Serving Customers with Disabilities

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Technical level: Easy

Duration: 15 minutes (estimate)

IAAP CAECs: 0.25 (This class counts toward renewal of IAAP certification)

Course Synopsis:

Great customer service focuses on making each customer feel welcome and respected. Happy customers feel that their needs are met in a reliable and effective way.

Customers with disabilities are simply: customers. They may have different ways of communicating with you or performing tasks, various tools to assist them, and certain adjustments or accommodations to help them do things with greater ease. You may also do things a little bit differently when interacting with customers with disabilities. But the heart of the interaction is unchanged: customers come to you for services, and your job is to help them.

This course will provide you with the information you need to deliver a great customer service experience.

Topics include:

  • The First Interaction
  • Strategies for Providing Equal Access
    • Assisting Customers with Mobility Disabilities
    • Assisting Customers Who Are Blind
    • Assisting Customers with Low Vision
    • Assisting Deaf or Hard of Hearing Customers
    • Assisting Customers Who Have Cognitive or Intellectual Disabilities
    • Assisting Customers with Multiple Disabilities
  • Providing Directions and Instructions
  • New Situations