How to Serve Customers With Disabilities

When it comes to perfecting customer service, there are a lot of things to consider. One of these things is knowing how to serve customers with disabilities.

Why is it so important to learn about serving customers with disabilities? Roughly 1 in 7 seven of your customers or guests will have a disability.

You can't assume that you will be prepared when a person with a disability needs service because it may not be visible. After all, not all disabilities are physical.

How may I help you?

The best way to serve someone with a disability is also the best way to serve any customer. All you have to do is ask: How may I help you?

Be polite.

While it might seem obvious to be polite, sometimes you can be rude by accident. Here are a few tips to help avoid that:

• If someone with sight loss has a person directing them, speak directly to the person and not their guider. Not speaking directly to the person with sight loss can be considered very rude.
• If they have a guide dog, don’t pet the dog or try to play with the dog. This dog is working and is very responsible.
• When using a sign language interpreter, look and speak directly to the person with hearing loss... NOT the interpreter. It is considered very rude to speak to the interpreter.

Never assume.

Don’t assume what disability they have. In fact, never assume what disability they have. Don't even assume that they have a disability... unless of course, they tell you they have a disability.

You might assume that someone with a service animal must be blind. However, people who have seizures or anxiety may also have a service animal.

When you know someone has vision loss, don’t assume they can’t see you. Lot’s of people with vision loss have some sight. Not all people with vision loss will have a cane, dog, or a person directing them.

If the person has hearing loss, don’t assume that the customer knows sign language or reads lips.

Learning Disabilities are hard to spot and it’s best not to assume, or even ask. An example of a learning disability is dyslexia.

Don't assume you can touch them.

Ask before you help. Don’t touch or move a person's wheelchair or walker without their permission. If in a situation where you are moving someone in a wheelchair or with a walker, do not leave him or her in an awkward, un-comfy, or undignified position. For example, do not leave them facing a wall.

Remember: The best way to serve a customer with a disability is to simply ask "How may I help you?"

Incorrect Terms

Use the word “disability,” not “handicapped.” It's also important to avoid word like: “victim of,” “Stricken,” or “confined.”

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