Universal Tips that Apply to All Customers

-Including Customers with Disabilities and Older Adults

Teenage girl with Down syndrome being served at outdoor cafe.

Introduce Yourself!

  • Let the customer know who you are and your role in the business.
  • This is especially helpful for people who are blind or have low vision.

Speak Directly to the Customer, Not Third Parties

  • When a customer who is deaf uses an interpreter for communication, keep your eye contact and focus on the customer-not the interpreter.
  • This also applies to senior citizens or customers with other types of disabilities who may bring family members or friends for assistance.

Body Language is Important

  • Make eye contact with the customer.
  • Leaning forward with open hands says “I’m listening to you”.
  • Make sure your body language doesn’t show impatience when a customer needs extra time or assistance.
  • Examples of body language to avoid: foot tapping, crossed arms, and pointing at people.

Be Aware of Personal Space

  • Most people appreciate not having someone get uncomfortably close in public spaces.
  • Respecting personal space can be especially helpful for people who have disabilities such as PTSD or autism.
  • Remember not to touch the customer’s belonging or personal devices without asking.

Speaking Loudly Doesn’t Always Help

Avoid the tendency to “turn up the volume” if a person:

  • Asks a question twice.
  • Has difficulty speaking.
  • Uses hearing aids or cochlear implants. (They are tuned for normal volume.)
  • If you think the customer might need you to speak more loudly, just ask!

Communication is Critical to Customer Service

  • Make sure both you and the customer are clear on what is being said.
  • Use the “Play it Back” Technique.
  • Repeat back or summarize what you understood the customer to be saying. Then let the customer confirm if that was correct. Make sure you understand the communication and take the extra time needed to confirm.

Offering and Providing Assistance

If you notice a customer having difficulty opening a door, getting a wheelchair over a threshold, getting an item off a shelf, etc., don’t hesitate to offer assistance. However:

Do Not Rush in Without Asking Permission! Why?

  • You don’t know the best to way to assist the person.
  • May actually cause an injury.

Let the customer explain how best to help.

Be Comfortable with Differences!

  • Some people may act and do things in a way that is different from what is considered “typical”.
  • Unless this poses an actual problem, customers should not have to conform or explain their behaviors. There is probably a very good reason for what they are doing and it happens to be way that they typically function.

Remember: Be Yourself!

  • You don’t need to  be overly helpful–that can seem condescending.
  • Listen to what the customer wants and needs.
  • Don’t be afraid to ask if you are not sure if someone needs help or how best to help.Remember, the tips in this presentation can apply to all customers.