The Benefits of Disability Inclusion in Customer Service
Disability inclusion in customer service and customer experience could arguably be an easier question to answer than disability inclusion in the workplace. Here are some of the main benefits:
A successful customer experience
One of the reasons why supporting disability inclusion in customer service and customer experience is so beneficial is that it supports employees and front of house staff to feel confident when engaging with disabled people. Not knowing what to say or knowing the correct etiquette is often the main barrier to interacting and engaging with disabled customers.
Having the confidence to engage and interact with disabled customers is often the quickest way to understand the correct language and etiquette! This is because, disabled people themselves will tell a customer service representative how they would like to be referred to and what etiquette is preferable.
After a front of house employee develops the confidence to ask the question, the disabled customer and employee can engage in a conversation to ensure the person is supported the way they would like to be. This in turn, leads that individual to feel included and valued.
Tips for successful experiences with disabled customers
Proactive planning: by understanding some of the main barriers your disabled customers may face when visiting your venue or participating in your event, you can implement strategies to mitigate
Asking your disabled customers: whilst proactive planning is really helpful, this has to work alongside the ability to engage and elicit feedback from your disabled customers and guests. This can be done before, during and after an interaction
Staff training: so much of the fear around supporting disabled customers for your staff stems from the unknown. This unknown can easily be mitigated with regular and focused training.