M1 - Learner Manual

People with disabilities, along with their families and friends, travel, shop, do business, engage in activities in the community, attend and/or send their children to the local school just like everyone else. By providing service that welcomes people with disabilities, you can offer better service to everyone.

Treat people with disabilities with respect and consideration.

Here are some ways you can provide better services to your customers with disabilities:• Patience, optimism, and a willingness to find a way to communicate are your best tools.

• Smile, relax, and keep in mind that people with disabilities want to experience helpful customer service.

• Don’t make assumptions about what type of disability or disabilities a person has.

• Some disabilities are not visible. Take the time to get to know your customers’ needs.

• Be patient. People with some kinds of disabilities may take a little longer to understand and respond.

• If you’re not sure what to do, ask your customer, “How May I help you?”

• If you can’t understand what someone is saying, just politely ask again.

• Ask before you offer to help — don’t just jump in. Your customers with disabilities know if they need help and how you can provide it.

• Find a good way to communicate. A good start is to listen carefully.

• Look at your client, but don’t stare. Speak directly to a person with a disability, not to their interpreter or someone who is with them

• Use plain language and speak in short sentences.

• 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.

• Every business should have emergency procedures for customers with disabilities. Make sure you know what they are.