Customer Service: What you need to know!

Transcription

1 Customer Service: What you need to know! A training booklet for AMO Staff Please read, and then complete the quiz listed at the end of the document. DATE: DECEMBER 2011 REVISED: FEBRUARY 2015

2 1 Welcome Welcome to the Accessibility of Ontarians with Disabilities Act (or AODA) customer service training package. This brochure is designed to provide AMO employees, volunteers and third party contractors with the training required under the AODA. The AMO policy statement as it pertains to Customer Service is: The Association of Municipalities of Ontario is committed to providing quality goods and services that are accessible to all persons we serve. You know someone with a disability! This legislation will make Ontario a better place for all people but especially those with a disability. Every day you interact with someone who has a disability. Do you know how to make their experience positive? Objectives of this brochure Readers will: Understand the purposes of AODA and the requirements of the customer service standards; Learn how to interact and communicate with people with disabilities; Learn how to interact with people who use assistive devices or require the assistance of a guide dog, other service animal, or support person; Learn how to use equipment or devices available at your premises or that you provide (i.e. elevators, lifts, accessible interactive kiosks, etc.); and Learn what to do if a person with a disability is having difficulty accessing your services.

3 2 People with Disabilities Approximately 1.8 million Ontarians (15.5%) live with a disability. This is increasing, as the population gets older. In 2026 approximately 16% of people in Canada will have a disability. The Accessibility of Ontarians with Disabilities Act (AODA) The purposes of the AODA are: To achieve a fully accessibly Ontario by Develop accessibility standards for different types of activities (e.g. customer service, transportation, employment). Enforce the standards. The AODA will apply to public and private sectors. Customer Service Standards The first standard to be implemented Not for Profit Associations in the Public Sector must comply by January 1, 2012 with: Accessible customer service policy, procedures and practices Staff training and records of training A feedback method Alternate communications methods Notice of service disruption Principles of Accessible Customer Service Positive customer service for people with disabilities is based on the principles of: Respect Dignity Independence Equal opportunity Integration

4 3 Terminology is Important! When referring to someone with a disability it is extremely important that you put the person FIRST! It is: A person with a physical disability A person with a hearing impairment A person with vision impairment. Barriers can be: Physical Attitudinal Technological or Informational Communication A Policy or a Practice Disabilities may be visible or invisible!

5 4 Customer Service: Persons with Physical Disabilities Physical disabilities include a range of functional limitations from minor difficulties in moving or coordinating one part of the body, through muscle weaknesses, tremors, and paralysis. Physical disabilities can be congenital such as Muscular Dystrophy, or acquired, such as tendonitis. A physical disability may affect an individual s ability to: Perform manual tasks such as holding a pen, turning a key, or griping a door knob Move around independently Control the speed or coordination of movements Reach, pull or manipulate objects Have strength or endurance Wheelchairs and other mobility devices are part of a person s personal space, do not touch, move or lean on them. Keep ramps and corridors free of clutter. If a counter is too high or wide, step around it to provide service. Provide seating for those that cannot stand in line. Customer Service: Persons who are deaf or hard of hearing Hearing loss can cause problems in distinguishing certain frequencies, sounds or words. A person who is deaf, deafened or hard of hearing may be unable to: Use a public telephone Understand speech in noisy environments Pronounce words clearly enough to be understood by strangers.

6 5 Deaf people may use a sign language interpreter to communicate. Always direct your attention to the person who is deaf and not the interpreter. If necessary, write notes back and forth to share information. Face the person and keep your hands and objects away from your face and mouth. Speak clearly and don t shout! Customer Service: Persons who are blind or have a visual impairment Vision disabilities range from slightly reduced visual acuity to total blindness. Vision loss can result in: Difficulty reading or seeing faces Difficulty manoeuvring in unfamiliar places Inability to differentiate colours or distances A narrow field of vision The need for bright light or contrast Night blindness Verbally identify yourself before making physical contact If the person uses a service animal do not touch or approach the animal, it is working Verbally describe the setting, form, and location as necessary Offer your arm to guide the person. Do not grab or pull. Customer Service: Persons with speech disabilities Speech disabilities involve the partial or total loss of the ability to speak. Typical disabilities include problems with: Pronunciation

7 6 Pitch and loudness Hoarseness or breathiness Stuttering or slurring Speech If possible communicate in a quiet environment. Give the person your full attention. Don t interrupt or finish their sentences. Ask them to repeat as necessary or to write their message. Verify your understanding. Customer Service: Persons who are deaf-blind Deaf blindness is a combination of hearing and vision loss. The result for a person who is deaf-blind is significant difficulty accessing information and performing daily activities. Deaf-blindness interferes with communication, learning, orientation and mobility. People who are deaf-blind communicate using various sign language systems: Braille, telephone devices, communication boards and any combination thereof. Many people who are deaf-blind use the services of an intervener who relay information and facilitate auditory and visual information and act as sighted guides. The intervener will sign on the individual s hands. Direct your attention to the customer not the intervener. Understand that communication can take some time - please be patient. Treat each person as an individual. Ask what would make him/her the most comfortable and respect his/her needs to the maximum extent possible.

8 7 Customer Service: Persons with mental health disabilities Mental health disabilities include a range of disorders however there are three main types of mental health disability: Anxiety Mood Behavioural People with mental health disabilities may seem edgy or irritated; act aggressively; be perceived as pushy or abrupt; be unable to make a decision; start laughing or get angry for no reason. Treat each person as an individual. Ask what would make him/her the most comfortable and respect his/her needs to the maximum extent possible. Try to reduce stress and anxiety in situations. Stay calm and courteous, even if the customer exhibits unusual behaviour. Focus on the service they need and how you can help. Take client away from the situation, noise and distractions to facilitate one on one service. Customer Service: Persons with learning disabilities Learning disabilities include a range of disorders that effect verbal and non-verbal information acquisition, retention, understanding and processing.

9 8 People with a learning disability have average or above average intelligence, but take in and process information and express knowledge in different ways. Learning disabilities can result in difficulties reading, problem solving, time management, way finding and processing information. Learning disabilities are generally invisible and ability to function varies greatly. Respond to requests for verbal information, assistance in filling in forms and do so with courtesy. Allow extra time to complete tasks, if necessary. Customer Service: Persons with intellectual disabilities Intellectual disabilities affect a person s ability to think and reason. It may be caused by genetic factors such as Downs Syndrome, exposure to environmental toxins, such as Fetal Alcohol Syndrome, brain trauma or psychiatric disorders. A person with an intellectual disorder may have difficulty with: Understanding spoken and written information Conceptual information Perception of sensory information Memory Use clear, simple language. Be prepared to explain and provide examples regarding information. Remember that the person is an adult and unless you are informed otherwise, can make his or her own decisions. Be patient and verify your understanding. Customer Service: Persons with other disabilities Sensory disabilities can involve the ability to smell, touch or taste. A person with a smelling disability or hypersensitivity to odours and smells or may be unable to identify dangerous gases, smoke, fumes and spoiled food.

10 9 A person with touch disabilities could be hypersensitive to touch temperature or have numbness and the inability to feel sensations. A person with taste disabilities may not be able to taste and unable to identify spoiled or noxious substances. Other disabilities can result from a range of other conditions, accidents, illnesses and diseases including ALS, asthma, diabetes, cancer, HIV/AIDS, environmental sensitivities, seizure sensitivities, heart disease, stroke and joint replacement. Temporary disabilities can result from range of conditions, or accidents including heart disease or joint replacement. Remember: Everyone can benefit from your attentive care. Your first question should ALWAYS be HOW CAN I HELP YOU?

11 10 Service Animals and Support Persons on the AMO premises or at AMO events. Services animals accompanying persons with disabilities are welcome at AMO, unless law excludes the animal. If a service animal is forbidden by law, staff should ensure that the person accesses our services with alternate assistance. A service animal is in service when it is apparent that the animal is being used for reasons related to a person s disability; or the person provides a letter from a doctor or nurse confirming that the animal is required for reasons relating to a disability. A service animal may be a cat, bird, monkey, or other animal, not just a dog. Support persons assisting a person with a disability may be a: Paid professional, Volunteer, Family member, or Friend An accompanying support person can access AMO facilities and events at no charge where there is a regular fee.

12 11 Next Steps As Staff you are required to review the AMO Accessible Customer Service Policy, read this training manual or view the online training presentation and take and pass the Customer Service quiz. To access the online training presentation visit: You will need to enter Passcode Access2014 to access the presentation To complete the quiz visit: