Proven Strategies for Serving and Retaining Customers With Disabilities

Every customer is a unique individual with diverse backgrounds, needs, thoughts and expectations. The key to providing a unique customer experience lies in your ability to go the extra mile by personalizing your service to meet your customer’s expectations.

Some customers are quite different from others. For instance, you may need to exercise more care when managing physically challenged customers. Keep in mind that it may take such customers more time to get things done than it would take your usual customers. As such, service personnel’s must be patient when managing physically challenged customers.

When Managing a Physically Challenged Customer, Always allow the customer dictate the pace of the transaction. Never rush the customer.

You may be faced with the option of dealing with a customer that has a hearing impairment, or a visual impairment, speech impairment or physical impairment.

Managing a Customer that has a Hearing Impairment

While serving a customer that has a hearing impairment, ensure you are clearly visible to the customer. Speak clearly, slowly and with a normal tone, occasionally gesticulating to aid understanding. Make sure that the customer can see your lips. Repeat key words only when you feel the customer is not following you.

You may use a pen to write certain information when confidentiality is involved and there are other people around or you may make use of a private room. Always be mindful of confidentiality of customer information.

Managing a Customer that Has a Visual Impairment

When working with a customer that has a visual impairment, politely ask the customer whether he/she requires any help. You should guide the customer when required to fill out any forms or reading any report.

Note: Do not be overly helpful if not asked as this may seem offensive.

Managing a Customer that Has a Speech Impairment

When dealing with a customer that has speech impairment, patience is the keyword. Do not rush the customer. Patiently listen to what the customer is saying. When you are not clear, politely ask the customer to repeat the statement or question.

When dealing with a customer that has speech impairment, it is important that you:

·         Do not pretend that you heard the question.

·         Never cut the customer short on sentences or finish their sentences for them.

You should try writing as an option when it becomes really difficult for you to understand what they are saying.

Managing a Customer in a Wheel Chair

A customer in a wheelchair deserves as much respect and attention as any other customer. This goes also for any customer suffering a physical disability. Never patronize them. For instance, it is wrong to pat them on the head.

Be sure to maintain eye contact while addressing such customers and always consider distance, physical obstacles or any external/ environmental condition that may be of importance when giving directions.