Persons using mobility aids or with mobility impairments:

When walking with persons who use crutches, bracers, canes or just walk slowly, adjust your pace to theirs.
Enable people who use crutches or canes to keep them within reach.
Offer assistance in a dignified manner with sensitivity and respect.

Wheelchair users:

When speaking to a person in a wheelchair for more than a few minutes, sit in a chair and place yourself at that person's eye level to facilitate conversation.
When talking to a person who uses a wheelchair, look at and speak directly to that person, rather than through a companion who may be along.
If you don't know how to handle the wheelchair, ask the user and follow instructions.
Be aware that some wheelchair users may choose to transfer themselves out of their wheelchairs (do not move the wheelchair out of reaching distance).

People with speech impairments:

Don't be embarrassed when a person who has speech impairment addresses to you and give your whole attention with interest.
Do not pretend to understand if you do not. You may want to ask short questions that require short answers or a nod of the head.
Stifle any urge to complete a sentence for the customer.

Blind/ Visually impaired persons:

When greeting a person with visual impairment always identify yourself and introduce anyone else who might be present. (Should the person not extend his/her hand to shake hands, verbally extend a welcome)
When offering assistance (to sit, for instance) allow the person with visual impairment to take your arm (at or about the elbow.) This will enable you to guide rather than propel or lead the person.
Giving a verbal cue is always helpful, let the person know when you need to end the conversation.
Guide dogs are highly trained and should never be pet, fed, talked to or called without the permission from the owner.

Deaf or hearing impaired persons:

When talking to a deaf or hearing impaired person speak clearly, naturally and at a normal pace. Only raise your voice when requested.
If the person uses a hearing aid, try to speak in an area with few competing sounds.
Attract the customer’s attention before speaking. The best way is a gentle touch on the shoulder or gently waving your hand.
Speak directly to your customer as you normally would, not the person who may accompany them.
Place yourself facing the light source and keep your hands away from your mouth when speaking.
Brief, concise written notes may be helpful if all else fails.

People with understanding/ Learning impairments:

Be natural and speak clearly. Do not use complex sentences.
Be supportive and friendly. Answer all questions making sure that you are being understood.
Treat adults in a manner befitting adults (treat mentally/learning impairments adults as adults, not children)
Don't provide assistance further than needed/required.

Persons with other impairments:

There are numerous impairments that do not fall under the general categories, many of them are not immediately perceived or might be hard to be realized, as chemical sensitivity, allergies that can occur from exposure to the sun, through the air, food or water.
The best sources of information about their needs are the customers themselves.

	Created by Antonia Blankenberg about 7 years ago

Best Practice in Customer Service Note on Dealing with Customers, created by Antonia Blankenberg on 25/07/2017.

Dealing with Customers