Communicating with Customers with Disabilities

The Accessibility Standard for Customer Service Standard states that all business must communicate with persons with disabilities in a manner that takes into account the person’s disability. Let’s discuss how take into account a person with a Physical Disability.

There are many types and degrees of physical disabilities. Not all physical disabilities require a wheelchair.  People who have arthritis, heart or lung conditions or amputations may also have difficulty with moving, standing or sitting.  Some people develop physical disabilities after an accident or require some assistance temporarily.

Here are some tips on how to interact with people with a physical disability.

• Speak normally and directly to your customer.
• People with physical disabilities often have their own ways of doing things. Ask before you help.
• Be patient. People will tell you what they need.
• Don't touch assistive devices, including wheelchairs, unless it's an emergency.
• Remove obstacles and rearrange furniture so they have clear passage.

What else can you do to help a customer with a physical disability feel more welcomed and served?  Do you know someone with a physical disability??  How can this help you when communicating with them?


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 @ 416-579-1035 or sandra_broekhof@sympatico.ca or visit www.accessibilitycompliance.ca