- Joined
- Jun 10, 2011
- Messages
- 19,879
Here is some information on how to provide good customer service to people with disabilities.
A couple of bits of house cleaning first.
Disabilities aren’t always obvious. The person using a wheelchair, a guide dog, or an ASL interpreter are easy to spot.
However, someone with an extreme stutter, or Tourette’s syndrome are not going to be so obvious.
It’s important to remember disability isn’t about being brave, it is a way of life just like the color of eyes or shoe size.
So there is a difference between being compassionate and genuine as opposed to pity.
Chances are an individual lives daily, just like you do, only having to do a few things differently.
Feeling compassionate is great, but focusing on their disability isn’t helpful to a customer’s needs.
Communicate respectfully and effectively, it’s about seeing a person as a person, not a disability.
Now, here are ten guidelines that will make it easier and less complicated when helping customers who have disabilities.
Number Ten: Always speak directly to the customer rather than to their companion, or their interpreter.
How would you feel if you asked someone a question and the person answering it didn’t address you, but talked to the person with you?
Or said “Never mind.” Or even worse, ignored you entirely.
This certainly seems like customer service 101, but it is so important to remember that everyone deserves the same level of respect and approach.
Always identify yourself when you have a customer who has low vision or visual disabilities.
Someone with a visual disability relies on other senses to gather information.
Describe items, and if it is called for, let that person touch what is being described.
Number Nine: Always ask if someone needs assistance, don’t assume.
I know that in customer service, a cornerstone of excellent service is to be right on top of people’s needs even before they ask.
Be aware that this can seem like being condescending if you are focus this way on a customer with disabilities.
In this case, it is important that independence is honored.
Number Eight: Let’s talk about eye contact, while it is really important for many people, some may not be able to make eye contact.
It could be either disability or culturally related.
If a person doesn’t return eye contact it doesn’t automatically mean disinterest in what you are saying.It could just mean that they cannot make eye contact.
The importance of make eye contact is stressed in business but just be aware that there are people who can’t do it.
Don’t dwell on this, just keep on providing that exceptional customer service.
Number Seven: Now we go completely the opposite direction on eye contact.
When you’re dealing with a person who has a hearing disability, eye contact is really important.
Look directly at the person, speak clearly, without rushing, and expressively but don’t yell, please use your normal tone of voice.
Keep your hands and food away from your mouth.
If a person is using a hearing aid, don’t assume that the person can discriminate your speaking voice.
Number Six: Treat adults as adults – address those with disabilities as people first, not disabilities first.
Don’t talk down to them or use language you wouldn’t ordinarily use.
What that means is, address the person as a person, and don’t identify that person as a disability.
That person is so much more than a disability.
Number Five: Wheelchairs are an extension of someone’s body.
Don’t lean against or place your hand on someone’s wheelchair.
Now, if a person ASKS you to touch their chair that is different.
The invitation is important – just remember, never assume.
You also should never touch someone’s cane or guide dog.
Number Four: Listen attentively when a person has difficulty speaking.
This goes for people who have thick accents as well.
Wait for the person to finish talking.
If necessary, ask short questions that require short answers or a nod of the head.
Never pretend to understand someone.
Repeat what you thought you understood them saying.
If it is wrong, be patient in getting the right answer.
If you get frustrated, please don’t take it out on the person trying to communicate with you.
Number Three: Place yourself at eye level with a person in a wheelchair.
Do your best to meet someone where they are physically.
Imagine having to constantly stare up at people to communicate.
This is part of engaging the customers, part of treating that person as an equal.
It shows how much you value that person.
Number Two: RELAX – it takes time to get used to these guidelines.
If you are trying to communicate clearly and concisely that will show.
The important part is you are doing much more than many people, you are making the effort.
In the process your company will be thought of as the best place to go because you took the initiative to honor diversity and inclusion.
Just keep in mind, that just like everyone is different, people handle their disabilities in different ways.
You can’t automatically know how everyone communicates or how every disability affects a person.
However, the people with disabilities understand you are trying and that is the important part.
Number One: Remember, it is all in the approach.
You honor the person who has a disability with your effort, manner and consistency.
We all know the central tenant of good customer service is “treat everyone as you would like to be treated”.
To offer excellent customer service to people with disabilities the first step is to consider how you would feel if you were in a similar position.
Keep that in mind because it is the most important thing that you can take away from this.
Here are links to more information on the subject.
ADA Business Connection - https://www.ada.gov/business.htm
Reaching Out to Customers with Disabilities -- Lesson One, Policies, Practices, and Procedures - https://www.ada.gov/reachingout/lesson11.htm
A couple of bits of house cleaning first.
Disabilities aren’t always obvious. The person using a wheelchair, a guide dog, or an ASL interpreter are easy to spot.
However, someone with an extreme stutter, or Tourette’s syndrome are not going to be so obvious.
It’s important to remember disability isn’t about being brave, it is a way of life just like the color of eyes or shoe size.
So there is a difference between being compassionate and genuine as opposed to pity.
Chances are an individual lives daily, just like you do, only having to do a few things differently.
Feeling compassionate is great, but focusing on their disability isn’t helpful to a customer’s needs.
Communicate respectfully and effectively, it’s about seeing a person as a person, not a disability.
Now, here are ten guidelines that will make it easier and less complicated when helping customers who have disabilities.
Number Ten: Always speak directly to the customer rather than to their companion, or their interpreter.
How would you feel if you asked someone a question and the person answering it didn’t address you, but talked to the person with you?
Or said “Never mind.” Or even worse, ignored you entirely.
This certainly seems like customer service 101, but it is so important to remember that everyone deserves the same level of respect and approach.
Always identify yourself when you have a customer who has low vision or visual disabilities.
Someone with a visual disability relies on other senses to gather information.
Describe items, and if it is called for, let that person touch what is being described.
Number Nine: Always ask if someone needs assistance, don’t assume.
I know that in customer service, a cornerstone of excellent service is to be right on top of people’s needs even before they ask.
Be aware that this can seem like being condescending if you are focus this way on a customer with disabilities.
In this case, it is important that independence is honored.
Number Eight: Let’s talk about eye contact, while it is really important for many people, some may not be able to make eye contact.
It could be either disability or culturally related.
If a person doesn’t return eye contact it doesn’t automatically mean disinterest in what you are saying.It could just mean that they cannot make eye contact.
The importance of make eye contact is stressed in business but just be aware that there are people who can’t do it.
Don’t dwell on this, just keep on providing that exceptional customer service.
Number Seven: Now we go completely the opposite direction on eye contact.
When you’re dealing with a person who has a hearing disability, eye contact is really important.
Look directly at the person, speak clearly, without rushing, and expressively but don’t yell, please use your normal tone of voice.
Keep your hands and food away from your mouth.
If a person is using a hearing aid, don’t assume that the person can discriminate your speaking voice.
Number Six: Treat adults as adults – address those with disabilities as people first, not disabilities first.
Don’t talk down to them or use language you wouldn’t ordinarily use.
What that means is, address the person as a person, and don’t identify that person as a disability.
That person is so much more than a disability.
Number Five: Wheelchairs are an extension of someone’s body.
Don’t lean against or place your hand on someone’s wheelchair.
Now, if a person ASKS you to touch their chair that is different.
The invitation is important – just remember, never assume.
You also should never touch someone’s cane or guide dog.
Number Four: Listen attentively when a person has difficulty speaking.
This goes for people who have thick accents as well.
Wait for the person to finish talking.
If necessary, ask short questions that require short answers or a nod of the head.
Never pretend to understand someone.
Repeat what you thought you understood them saying.
If it is wrong, be patient in getting the right answer.
If you get frustrated, please don’t take it out on the person trying to communicate with you.
Number Three: Place yourself at eye level with a person in a wheelchair.
Do your best to meet someone where they are physically.
Imagine having to constantly stare up at people to communicate.
This is part of engaging the customers, part of treating that person as an equal.
It shows how much you value that person.
Number Two: RELAX – it takes time to get used to these guidelines.
If you are trying to communicate clearly and concisely that will show.
The important part is you are doing much more than many people, you are making the effort.
In the process your company will be thought of as the best place to go because you took the initiative to honor diversity and inclusion.
Just keep in mind, that just like everyone is different, people handle their disabilities in different ways.
You can’t automatically know how everyone communicates or how every disability affects a person.
However, the people with disabilities understand you are trying and that is the important part.
Number One: Remember, it is all in the approach.
You honor the person who has a disability with your effort, manner and consistency.
We all know the central tenant of good customer service is “treat everyone as you would like to be treated”.
To offer excellent customer service to people with disabilities the first step is to consider how you would feel if you were in a similar position.
Keep that in mind because it is the most important thing that you can take away from this.
Here are links to more information on the subject.
ADA Business Connection - https://www.ada.gov/business.htm
Reaching Out to Customers with Disabilities -- Lesson One, Policies, Practices, and Procedures - https://www.ada.gov/reachingout/lesson11.htm
Last edited:
