1. St. Timothy’s Anglican Church

2.  Review the purposes of the AODA and the customer service standard  Examine ways to improve customer service for people with disabilities  Enhance essential customer service skills  Review procedures for dealing with difficult situations  4 modules in this training session:  Customer service standard  Understanding disabilities  Essential customer service skills  Dealing with difficult situations

3.  Overview of AODA Legislation:  Achieving a fully accessible Ontario by 2025  Developing accessibility standards  Enforcing the standards  Covering both public and private sectors

4.  Human Rights Code definition of disability (applies under AODA):  Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical coordination, blindness or visual impairment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device  A condition of mental impairment or a developmental disability  A learning disability, or a dysfunction in one or more of the processes involved in understanding or using symbols or spoken language  A mental disorder  An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997

5.  Create and maintain accessible customer service policies, procedures and practices  Provide staff training  Create a feedback method  Arrange for alternate communication methods  Provide appropriate notice of service disruptions

6.  What is Accessible Customer Service?  Respecting their dignity and independence  Ensuring an opportunity equal to that given to other customers to obtain and use goods and services  Allowing persons with disabilities to benefit from the same services, in the same place, and in a similar way to other customers

7.  Positive customer service for people with disabilities based on principles of  Respect  Dignity  Independence  Equal opportunity  Integration

8.  Barriers can be:  Physical or Architectural – tight, cluttered aisles, poor lighting  Information and Communication – small or fine print, understand signs or directions  Attitudinal – show a genuine interest to help and treat each person equally  Technological – assistive devices, screen reading software, closed captioning options for training  Policy or practice – should focus on treating everyone fairly

9.  Types of Disabilities:  Vision, hearing, physical, intellectual, developmental, learning, mental health, speech or language, deaf-blind

10.  Vision  Different types and levels of severity; affect ability to read or depth perception  Barriers  Maneuvering in tight spaces  Recognizing changes in the environment  Recognizing customer service personal  Understanding directions without providing clear instructions  Assistive devices  Braille or large print  Magnifying glass  Smart phone with special applications  Guide dog, white cane or support person

11.  Tips for customer service:  Speak normally, be patient and friendly  Wait for person to accept offer or request help  Offer your elbow to guide and walk slowly  Offer to describe goods and services  Offer to read or summarize

12.  Barriers  Not hearing others approaching them  Not responding to alarms or other emergency situations  Understanding speech in a noisy environment  Assistive devices  Hearing aid or personal amplification device  Teletypewriter or phone amplifier or relay service  Hearing ear dog  Sign language interpreter  Paper and pen

13.  Tips for customer service:  Make sure the customer sees you and knows you are communicating with him/her  In emergency situations, assist the customer in recognizing and responding to the emergency  Offer a paper and pen so you can write notes back and forth to share information  Suggest moving to a quieter location

14.  Barriers  Being stared at  Difficulty picking up or holding items  Trouble maneuvering in tight spaces  Inability to stand for long periods of time  Assistive devices  Wheelchair, scooter, walker, cane, crutches  Prosthetic devices  Oxygen monitors and tanks  Elevator  Support person

15.  Tips for customer service:  Always ask before touching or moving any assistive device  Ensure your environment is clear and free of obstacles that could make it difficult for a customer to pass  Consider pulling up a chair and talking to the customer at their eye level  Be consistent and follow company standards with all clients

16.  Difficulty pronouncing words and sudden slurring or stuttering  Complications when they need to express themselves or ask for help  Assistive devices  Screen reader  Smart phone  Print on paper  White and black boards

17.  Tips for customer service:  Ask the person to repeat the information  Ask if you don’t understand what the customer is saying

18.  Anxiety, depression, anger, fear, hearing voices, seeing things, memory loss, confusion  Barriers:  Knowing what you want to say but being unable to say it can be frustrating  It can also be challenging when your memory fails you and you can’t remember what you want to say or do  Assistive devices  Service animal, support person, smart phone

19.  Tips for customer service  Listening skills are important when dealing with situations as you need to understand the real issue to know how you can offer to help  Ask how you can help and try to work with the individual to find a solution  Be confident, patient and reassuring

20.  Understanding spoken and written information  Conceptual information  Perception of sensory information  Memory  Barriers:  Difficulties understanding written documents or handouts  Confusion when large amounts of information are shared  Memory and concentration  Assistive devices  Communication boards  Support persons  Speech generating devices

21.  Tips for customer service  Be prepared to explain and provide examples regarding information  Remember that the person is an adult and can make his/her own decision  Be patient and verify your understanding  Provide information in smaller sections

22.  Barriers  Understanding written documents or handouts  Understanding vague directions  Memory and concentration  Making quick decisions  Counting money and giving correct change  Assistive devices  Calculator  Tape recorders  Scanning or reading technology

23.  Tips for customer service  Respond to any requests for verbal information, assistance in filling in forms and so on with courtesy  Allow extra time to complete tasks if necessary

24.  Talking over the phone:  Speak normally, don’t shout and listen carefully  Avoid interrupting the customer or trying to finish his/her sentence  Politely ask the customer to repeat if you do not understand

25.  Service Animals  Never separate the customer and their service animal  Don’t touch, pet or talk to the animal – when the animal is out with the customer it is working and should not be distracted  Do not feed or offer treats to the animal  If the animal becomes disruptive, suggest a quiet place for the customer to calm the animal

26.  Support Persons  Introduce yourself to both persons  Talk directly to the client  Address the customer appropriately  Don’t try to have side conversations with the support person  Provide any written materials to both persons  Never separate the customer and their support person

27.  Assistive devices  Never refuse to work with the device  Don’t stare or gawk at the device  Provide appropriate amount of space  Don’t block, knock or bump into assistive devices  Offer assistance if the customer is having trouble working with their device

28.  Customer Service Basics  Introduce yourself  Speak naturally, clearly and directly  Make eye contact  Use plain language and avoid jargon  Ask one question at a time  Don’t cover your mouth  Be calm, polite, respectful  Re-adapt your approach so that you are providing service in a way that works best for the customer  Take your time, do not interrupt and re-explain information if needed  Ask what you can do

29.  Service Disruptions  Post notices throughout the building  Email notification to regular customers  Phone customers with scheduled appointments  Post on the company website  Radio announcement (where feasible)

30.  In person:  Use the customer feedback form to take notes  Stay calm and don’t get defensive  Ask the customer to confirm the notes captured on the form  Advise of next steps  By telephone  In writing / Email  Record of Customer Feedback

31. REACH  R – recognize what is happening (body language, volume & tone, rate)  E – evaluate the situation  A – approach the situation with the right attitude (ensure your body language and voice are reflective of respect and professionalism)  C – control the situation (use customers name, listen attentively, clarify and show empathy, set limits, recognize when you need help)  H – help the customer

32.  Review the purposes of the AODA and the customer service standard  Examine ways to improve customer service for people with disabilities  Enhance essential customer service skills  Review procedures for dealing with difficult situations  4 modules in this training session:  Customer service standard  Understanding disabilities  Essential customer service skills  Dealing with difficult situations