Quality customer service can make or break a good night out.
Providing good customer service for people with disabilities is no different to providing good customer service for everyone else. The key tenets are the same:
- say hello
- treat customers with respect
- have a positive attitude
- fix problems
- aim to provide the customer with the best experience possible
While some things may be different, they are merely extensions of the principles of good customer service.
- Ensure that staff are able to accurately answer questions about the venue’s accessibility
- Do not touch people or their mobility devices (such as wheelchairs) without their permission.
- Do not pet or feed guide dogs unless given permission by the guide dog’s owner. When guide dogs are out side the home, they are on the job and should not be distracted by pets or treats.
- Be proactive in opening doors and moving chairs around to create more space when necessary.
- Find out if any of your staff know Auslan or American Sign Language. If they do not, it could be something you include as a desired skill on job advertisements.
- Take your time, don’t rush communication. If a customer asks you to repeat something, make sure you’re communicating clearly. Check to see if the other person has understood you correctly.
- Speak clearly and use plain English. Avoid using jargon that the average person would not understand.
- Slowing down, speaking louder and enunciating clearly is ok so as long as you do not exaggerate your speech.
- Try to use more than one form of communication, such as words, gestures, pictures, or diagrams.
- Be flexible with orders, understand that some tastes can be unpleasant for some people
- Assess whether people at the table are comfortable with non essential interruptions. Some customers may prefer to get your attention if they require assistance.
- Avoid wearing heavily scented perfumes or colognes. They may smell nice to you but can be overwhelming to others.
- Help customers if they ask you to read out the menu. If the menu is one page long, it would be appropriate to read out the entire menu. If the menu is several pages long, you can describe the headlines and ask the customer for guidance on what they would like read out.
Resources
- Restaurant Engine describes 5 ways to deliver excellent customer service
- Get Skilled Access provides online training for staff to get them to be disability confident