St. Timothy’s Anglican Church

Review the purposes of the AODA and the customer service standard

Examine ways to improve customer service for people with disabilities

Enhance essential customer service skills Review procedures for dealing with difficult

situations

4 modules in this training session: Customer service standard Understanding disabilities Essential customer service skills Dealing with difficult situations

Overview of AODA Legislation: Achieving a fully accessible Ontario by 2025 Developing accessibility standards Enforcing the standards Covering both public and private sectors

Human Rights Code definition of disability (applies under AODA):

Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device

A condition of mental impairment or a developmental disability A learning disability, or a dysfunction in one or more of the processes involved

in understanding or using symbols or spoken language A mental disorder An injury or disability for which benefits were claimed or received under the

insurance plan established under the Workplace Safety and Insurance Act, 1997

Create and maintain accessible customer service policies, procedures and practices

Provide staff training Create a feedback method Arrange for alternate communication

methods Provide appropriate notice of service

disruptions

What is Accessible Customer Service? Respecting their dignity and independence Ensuring an opportunity equal to that given to other customers to

obtain and use goods and services Allowing persons with disabilities to benefit from the same

services, in the same place, and in a similar way to other customers

Positive customer service for people with disabilities based on principles of Respect Dignity Independence Equal opportunity Integration

Barriers can be: Physical or Architectural – tight, cluttered aisles, poor lighting Information and Communication – small or fine print, understand

signs or directions Attitudinal – show a genuine interest to help and treat each

person equally Technological – assistive devices, screen reading software, closed

captioning options for training Policy or practice – should focus on treating everyone fairly

Types of Disabilities: Vision, hearing, physical, intellectual, developmental, learning,

mental health, speech or language, deaf-blind

Vision Different types and levels of severity; affect ability to read or depth

perception Barriers

Maneuvering in tight spaces Recognizing changes in the environment Recognizing customer service personal Understanding directions without providing clear instructions

Assistive devices Braille or large print Magnifying glass Smart phone with special applications Guide dog, white cane or support person

Tips for customer service: Speak normally, be patient and friendly Wait for person to accept offer or request help Offer your elbow to guide and walk slowly Offer to describe goods and services Offer to read or summarize

Barriers Not hearing others approaching them Not responding to alarms or other emergency situations Understanding speech in a noisy environment

Assistive devices Hearing aid or personal amplification device Teletypewriter or phone amplifier or relay service Hearing ear dog Sign language interpreter Paper and pen

Tips for customer service: Make sure the customer sees you and knows you are

communicating with him/her In emergency situations, assist the customer in recognizing and

responding to the emergency Offer a paper and pen so you can write notes back and forth to

share information Suggest moving to a quieter location

Barriers Being stared at Difficulty picking up or holding items Trouble maneuvering in tight spaces Inability to stand for long periods of time

Assistive devices Wheelchair, scooter, walker, cane, crutches Prosthetic devices Oxygen monitors and tanks Elevator Support person

Tips for customer service: Always ask before touching or moving any assistive device Ensure your environment is clear and free of obstacles that could

make it difficult for a customer to pass Consider pulling up a chair and talking to the customer at their

eye level Be consistent and follow company standards with all clients

Difficulty pronouncing words and sudden slurring or stuttering

Complications when they need to express themselves or ask for help

Assistive devices Screen reader Smart phone Print on paper White and black boards

Tips for customer service: Ask the person to repeat the information Ask if you don’t understand what the customer is saying

Anxiety, depression, anger, fear, hearing voices, seeing things, memory loss, confusion

Barriers: Knowing what you want to say but being unable to say it can be

frustrating It can also be challenging when your memory fails you and you

can’t remember what you want to say or do Assistive devices Service animal, support person, smart phone

Tips for customer service Listening skills are important when dealing with situations as you

need to understand the real issue to know how you can offer to help

Ask how you can help and try to work with the individual to find a solution

Be confident, patient and reassuring

Understanding spoken and written information

Conceptual information Perception of sensory information Memory Barriers:

Difficulties understanding written documents or handouts Confusion when large amounts of information are shared Memory and concentration Assistive devices Communication boards Support persons Speech generating devices

Tips for customer service Be prepared to explain and provide examples regarding

information Remember that the person is an adult and can make his/her own

decision Be patient and verify your understanding Provide information in smaller sections

Barriers Understanding written documents or handouts Understanding vague directions Memory and concentration Making quick decisions Counting money and giving correct change

Assistive devices Calculator Tape recorders Scanning or reading technology

Tips for customer service Respond to any requests for verbal information, assistance in

filling in forms and so on with courtesy Allow extra time to complete tasks if necessary

Talking over the phone: Speak normally, don’t shout and listen carefully Avoid interrupting the customer or trying to finish his/her

sentence Politely ask the customer to repeat if you do not understand

Service Animals Never separate the customer and their service animal Don’t touch, pet or talk to the animal – when the animal is out

with the customer it is working and should not be distracted Do not feed or offer treats to the animal If the animal becomes disruptive, suggest a quiet place for the

customer to calm the animal

Support Persons Introduce yourself to both persons Talk directly to the client Address the customer appropriately Don’t try to have side conversations with the support person Provide any written materials to both persons Never separate the customer and their support person

Assistive devices Never refuse to work with the device Don’t stare or gawk at the device Provide appropriate amount of space Don’t block, knock or bump into assistive devices Offer assistance if the customer is having trouble working with

their device

Customer Service Basics Introduce yourself Speak naturally, clearly and directly Make eye contact Use plain language and avoid jargon Ask one question at a time Don’t cover your mouth Be calm, polite, respectful Re-adapt your approach so that you are providing service in a way that

works best for the customer Take your time, do not interrupt and re-explain information if needed Ask what you can do

Service Disruptions Post notices throughout the building Email notification to regular customers Phone customers with scheduled appointments Post on the company website Radio announcement (where feasible)

In person: Use the customer feedback form to take notes Stay calm and don’t get defensive Ask the customer to confirm the notes captured on the

form Advise of next steps

By telephone In writing / Email

Record of Customer Feedback

REACH

R – recognize what is happening (body language, volume & tone, rate)

E – evaluate the situation A – approach the situation with the right attitude

(ensure your body language and voice are reflective of respect and professionalism)

C – control the situation (use customers name, listen attentively, clarify and show empathy, set limits, recognize when you need help)

H – help the customer

Review the purposes of the AODA and the customer service standard

Examine ways to improve customer service for people with disabilities

Enhance essential customer service skills Review procedures for dealing with difficult

situations

4 modules in this training session: Customer service standard Understanding disabilities Essential customer service skills Dealing with difficult situations