Accessibility for Individual Service: Frontier College Customer Service Training Program (2012)

This training guide is designed to help an organization’s staff and volunteers find the best way to serve customers with disabilities. The term customer is defined broadly as someone who calls to inquire, walks in the door, or who deals with the organization on any given day.

The guide begins with a definition of disability as described in both human rights and workplace legislation.

The authors offer practical tips for providing customer service for people with vision, hearing, deaf-blind, physical, intellectual, developmental, learning, mental health, or speech or language disabilities. For instance, if a customer has some degree of hearing impairment, suggest moving to a quieter location; offer a pen and paper for communication; and make sure the customer is aware that the staff person is communicating with him.

General advice includes treating all individuals in a polite, professional and respectful manner; recognizing and removing barriers; notifying individuals of service disruptions; and collecting feedback.

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Added: 
2014-04-16
APA citation
Frontier College. Accessibility for Individual Service: Frontier College Customer Service Training Program 2012. Web. 25 Feb. 2021 <http://en.copian.ca/library/learning/frontier/accessibility_individual_service/accessibility_individual_service.pdf>
Frontier College (2012). Accessibility for Individual Service: Frontier College Customer Service Training Program. Retrieved February 25, 2021, from http://en.copian.ca/library/learning/frontier/accessibility_individual_service/accessibility_individual_service.pdf
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