Dayle McIntosh Center: Serving Customers with Disabilities

Serving Customers with Disabilities

Serving Customers who are Blind or Visually Impaired:

Speak to the customer when you approach her or him.

Say your name; speak in a normal tone (most people with visual impairments have normal hearing).

Never touch or distract a service dog while it is working.

Do not attempt to lead a customer without asking; allow the customer to hold your arm.

Give the customer verbal information that is obvious to persons who can see; be very descriptive.

When offering a seat, place the customer's hand on the back of the chair and let the person sit down by himself or herself.

When dealing with money transactions, tell the customer the denominations of money being exchanged.

Ask if the customer needs assistance signing forms; offer to guide the person to the appropriate location.

Offer assistance if the customer appears to be having difficulty locating an area.

Serving Customers who are Deaf or Hard of Hearing:

Gain the customer's attention before starting a conversation; identify who you are.

Look directly at the customer, speak clearly, and keep your hands away from your face.

Ask the customer if he/she would like to communicate by writing or by using a computer.

If the customer uses an interpreter, speak directly to the customer, not the interpreter.

If calling a person who is hard of hearing on the telephone, let the phone ring longer, speak clearly and be prepared to repeat parts of the conversation.

Use the state Telecommunications Relay Service to telephone a customer who is deaf. (711)

Serving Customers with Mobility Impairments:

Put yourself at the wheelchair user's eye level; sit next to the customer when speaking.

Do not lean on a wheelchair or any other assistive technology device; respect personal space.

Do not assume the customer wants to be pushed--ask first.

Provide a writing surface if counters or reception areas are too high; come around to the customer side of the counter during your interaction.

Offer assistance if the customer appears to be having accessibility problems.

Make sure there is a clear path of travel.

If a person uses crutches, a walker, or other assistive devices, offer assistance with personal belongings (coats, bags, etc.)

Offer a chair if the person will be standing for extended periods of time.

If you call a customer on the phone, allow extra time for the customer to reach the phone.

Serving Customers with Speech Impairments:

If you do not understand something do not pretend that you do; ask the customer to repeat what they have said; be patient.

Try to ask questions that require only short answers.

Avoid barriers like glass partitions and distractions, such as noisy areas.

Do not speak for the customer or try to finish their sentences.

If you are having difficulties communicating, ask the customer if there is an alternative way of communicating (writing).

If no solution to the communication problem can be worked out, ask the customer if there is someone else who could interpret on their behalf.

Serving Customers with Cognitive Disabilities:

Be prepared to provide an explanation more than once.

Offer assistance with and/or extra time for completion of forms, understanding written directions, or decision making; wait for the customer to accept the assistance; do not over assist or be patronizing.

Be patient, flexible, and supportive; take time to understand the customer and make sure the customer understands you.

Move to a quiet or private location, if in a public place with many distractions.

*This information was taken from Opening Doors to Ability, President's Committee on Employment of People with Disabilities.

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