Enabling the

Disabled

Customer Service Workshop

Ground Rules

Definitions

INDIVIDUAL WITH A DISABILITY: is an individual who has a physical or mental impairment that substantially limits one or more major life activities, has a record of impairment, or is regarded as having such impairment (The Office of Equal Employment Opportunity, 2011).

PHYSICAL OR MENTAL IMPAIRMENT: is any physiological disorder or condition, cosmetic disfigurement, or anatomical loss affecting one or more of the following body systems: neurological, musculoskeletal, special sense organs, cardiovascular, reproductive, digestive, respiratory, genitourinary, hemic and lymphatic, skin, and endocrine, or any mental or psychological disorder, such as mental retardation, organic brain syndrome, emotional or mental illness, and specific learning disabilities (The Office of Equal Employment Opportunity, 2011) .

Laws Protecting Individuals with Disabilites

Civil Rights Act (1964): Frames groundwork for equal rights for the Americans with Disabilities Act

Rehabilitation Act (1973): employment opportunities in programs receiving federal assistance

The Americans with Disabilities Act (1990/2008): Eliminates discrimination for individuals with disabilities

Reasonable Accomodations Include: Make reasonable modifications in policies, practices and procedures Must be able to accomodate dogs and service animals Able to access facilities at all times *If the product or service is altered or unreasonably expensive, the

change does not need made. Examples

CONSISTENTLY BE SURE STADIUM OR FACILITY IS COMPLIENT WITH ALL LAWS REGARDING ACCOMODATIONS!

Census Information

Buying power $220 billion 9.3m individuals with sight/hearing

impairment 21.2m individuals with physical

disability 12.4m individuals with mental or

emotional illness

Activity

Write down the first thing you observe about each subject.

Results and Observations

What did you observe in each picture?

What was obvious? Reason for activity

Overall Advice for Servicing with Consumers with Disabilities

During Conversation Eye Contact Treat as you would

any other customer Ask Questions

Let them tell you what they need

Write it down

Body Language Use your hands

while you speak Personal space▪ Never touch an

individual with a disability without them asking you to assist them.

Patience Do not rush

customer

Activity on Intellectual Disabilites

Draw the animal stated on the next slide.

DUCK

Consumers with Intellectual Disabilities

Be as descriptive as possible Speak in short sentences If you do not immediately know what

your customer is trying to ask or tell you, ask them to repeat themselves. Pretending makes it worse.

Provide one piece of information at a time

Wheelchair Activity

Customers Confined to a Wheelchair

Make sure there are elevators and ramps in the parking lot and throughout the stadium.

1% of the seating is accessible to individuals with disabilities, and is accompanied by a chair for a companion.

When speaking with a customer confined to a wheelchair, be sure to be on eye level with the customer and do not speak just to the companion.

NEVER touch their wheelchair

Activity

Closed Captioning

Customers with Impaired Hearing

Closed Captioning Sign Language When conversing, speak slowly and

enunciate all words. This allows the individual to read your lips.

Marketing

Individuals with disabilities have preferences, emotions and habits that drive consumer behaviors the same way individuals without disabilities do

Test market approach with people with disabilities Do not assume that one size fits all Include individuals with disabilities in product

development Make product user friendly for individuals with

disabilities Become involved with disability community Integrate people with disabilities in ads

Promotions Done By Various Teams

May 8, 2010- First annual “Autism Awareness Day” at CitiField, home of the New York Mets.

May 1, 2011- Deaf and Visual Awareness Day at Chase Field, home of the Arizona Diamondbacks

NFL Kickoff for a Cure NBA and Special Olympics – Spread

the Word to End the Word

Conclusion and Questions

References

(2011). Retrieved May 22, 2011, from jjs list : http://www.jjslist.com/ Dr. Higgs Lecture Notes, 2011 Americans With Disabilites Act. (2009, June 15). Retrieved May 20, 2011, from Americans With Disabilites :

http://www.ada.gov/pubs/adastatute08.htm Department of Justice. (n.d.). Retrieved November 19, 2011, from Mountain State Centers for Individual

Living: http://www.mtstcil.org//skills/ada4-a.html Logan, L. (2009, October). Retrieved November 19, 2011, from Make it Better:

http://www.makeitbetter.net/make-a-difference/make-a-difference/424-10-tips-for-positive-interaction-with-people-with-disabilities

Staten Island Advance Sports Desk. (2010, April 30). Retrieved May 22, 2011, from Staten Island Live: http://www.silive.com/mets/index.ssf/2010/04/new_york_mets_announce_autism.html

The Township of North Kawartha. (n.d.). Retrieved May 22, 2011, from The Township of North Kawartha: www.northkawartha.on.ca/.../1024IntellectualorDevelopmentDisabilities.doc

Turtenwald, K. (2011, March 4). Retrieved November 19, 2011, from Ehow: http://www.makeitbetter.net/make-a-difference/make-a-difference/424-10-tips-for-positive-interaction-with-people-with-disabilities

United Cerebral Palsy. (2011). Retrieved May 21, 2011, from United Cerebral Palsy: http://affnet.ucp.org/ucp_channeldoc.cfm/1/17/11928/11928-11928/4635

United States Marshals Service . (2011, March 11). Retrieved May 17, 2011, from Department of Justice: http://www.usmarshals.gov/USMS-AccommodationsProcedures-3-11-11.pdf

(United States Marshals Service , 2011) (Americans With Disabilites Act, 2009) (Department of Justice) (Turtenwald, 2011) (Logan, 2009) (United Cerebral Palsy, 2011) (jjs list , 2011) (The Township of North Kawartha) (Staten Island Advance Sports Desk, 2010)