Tips

Making sure that customer service employees are trained properly on how to serve customers with disabilities is essential. Provided below, are a sample of key ideas that should be thought over.

Proper Wording

Words can influence and reinforce perceptions of people with disabilities. They can create either a positive view of people with disabilities or an indifferent, negative description. Below are some common mistakes that are spoken by employees and what is properly accepted.

When referring to a customer, do not use "handicapped", but instead use the word "disability"
Put person first when referring to a customer with a disability such as a “person with a disability”. This puts the focus on the person instead of their disability. By removing the focus it will allow the customer to feel equally valued.
For specific disabilities, say “person with epilepsy”
Use “person who uses a wheelchair"
Avoid statements that make it seem like a person with a disability should be pitied such as “victim of,” “suffers with,” or “stricken with” a particular illness or disability. This will make it seem like they are belittled or should be felt sorry for.

How might I make training better?

Consider inviting a person with a disability to the workshop or training that is provided to the customer service employees to provide real-life experience about what it is like to live with a disability.

People with disabilities can suggest scenarios for the workshop and/or attend your session to discuss their experiences in your work place that might be encountered.

Having participants work directly with someone who has a disability provides a level of understanding that cannot be achieved in a simulation exercise.

Through this process the participants can either speak freely with the person with a disability or shadow the person through an activity. As the participants understand what barriers the person with a disability lives with daily, it is easier to understand how to change those barriers.

What I need to know when dealing with customers with disabilities over the phone

Speak normally, clearly and directly.
Don’t worry about how their voice sounds. Concentrate on what’s being said.
Be patient, don’t interrupt and don’t finish your customer’s sentences. This means give your customer time to explain him/ herself.
Don’t try to guess what the customer is saying, let them speak.
Don't guess what they are trying to say.
If you don't understand what they are saying, ask politely for them to repeat themselves.
If a telephone customer is using an interpreter or a TTY line, just speak normally to the customer, not to the interpreter.
If your customer has great difficulty communicating, make arrangements to call back when it’s convenient to speak with someone else that can help.

General tips for serving customers with disabilities

Always ask, "May I help you?" because your customers will know if they need help or not and you should not jump to conclusions that they need help if you see they have a disability or assume so.
Don’t make assumptions that a person has a disability, it is their right to decide if they want to tell you or not.
Take the time to get to know your customer’s needs and focus on meeting those needs just like you would with any other customer.
Be patient
Treat people with disabilities with respect and consideration.
Don't lose patience or respect when not finding a way to communicate best with the customer right away.
Smile, relax, and keep in mind that people with disabilities want to experience helpful customer service.
Find a good way to communicate and this means that a good start is to listen carefully.
Look at your customer, but don’t stare.
Use plain language and speak in short sentences if need be for certain disabilities.
Don’t touch or address service animals – they are working and have to pay attention at all times.
Ask permission before touching a wheelchair or a piece of equipment.
Don't be shy to ask managers for help, its not showing a weakness' or offending the customer.

Works Cited

"Accessible Customer Service Training." How to Train Your Staff on Accessibility. Ontario, 9 Nov. 2015. Web.

16 Nov. 2015. <http://www.ontario.ca/page/how-train-your-staff-accessibility>.