A key part of the Customer Service Standard is that all staff communicate with customers that takes into account the customer’s disability. How does one do that successfully?
There are many parts to communication including the sending, receiving and understanding of information. In order to comply with the standard, the person much consider how a disability affects the way a person expresses, receives or processes information.
Here are some tips to help:
* Don’t make assumptions based on his or her disability.
* Where possible, it is helpful to ask the person directly how to communicate with them.
* It is best to ask, how may I help you?
* Make the original communication more accessible. This means that accessibility is used in the planning stages of communication. This includes simple language, captioning, close captioning and large print.
* You may need to change your usual method of communication or start to use assistive devices or services (e.g., phone lines, online, print signs, media, talking).
* The most important tip is to find a suitable communication method depending on the situation or circumstance you are in. Having a variety of options often helps the customer with the disability as well as the person serving.
What are some other tips for communicating successfully with customers with disabilities?
If you are interested in learning more about Accessibility for Ontarians with Disabilities Act (AODA) or how to make accessibility a natural part of your business through the application of Corporate Social Responsibility, please contact Sandra Broekhof @ 416-503-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca
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