Scouts Canada Accessible Customer Service Training Program · 2019-02-22 · Customer Service...
Transcript of Scouts Canada Accessible Customer Service Training Program · 2019-02-22 · Customer Service...
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Scouts Canada
Accessible Customer
Service Training
Program
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Course Details
Approximately 60
minutes to complete
Time available
for questions
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Learning Objectives
This course has been designed to:
Review the purpose of Accessibility and the requirements of Accessible Customer Service
Examine how to interact with people who have various disabilities
Instruct on what to do if a person with a disability is having difficulty accessing programs and services
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Overview of Accessibility
Achieving a full accessibility
Developing standards to increase
accessibility
Enforcing the standards
Covering both the public
and private sectors
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The 5 Standards
• Stage One: Accessible Customer
Service
• Stage Two: Integrated Accessibility
– Information and Communications
– Transportation
– Employment
• Stage Three: The Built Environment
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Customer Service Standard The intent of this standard is to provide easy access for persons with disabilities to
access goods and services through increased awareness.
Customer Service
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What Does This Really Mean?
Penalties, applicable for each day that
an offence occurs, can range up to:
$50,000 for individuals
$100,000 for corporations
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What is a Disability?
The Human Rights Code defines disability as:
a) any degree of physical disability, infirmity, malformation or disfigurement that is
caused by bodily injury, birth defect or illness and, without limiting the generality
of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree
of paralysis, amputation, lack of physical co-ordination, blindness or visual
impediment, deafness or hearing impediment, muteness or speech impediment,
or physical reliance on a guide dog or other animal or on a wheelchair or other
remedial appliance or device,
b) a condition of mental impairment or a developmental disability,
c) a learning disability, or a dysfunction in one or more of the processes involved
in understanding or using symbols or spoken language,
d) a mental disorder, or
e) an injury or disability for which benefits were claimed or 'received under the
insurance plan established under the Workplace Safety and Insurance Act, 1997
("handicap")'.
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Customer Service Standards
The Customer Service Accessibility Standard requires that an employer:
•create and maintain accessible customer service policies, procedures and practices
•provide staff training
•create a feedback method
•arrange for alternate communication methods
•provide appropriate notice of service disruptions
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Accessible Customer Service
•respecting their dignity and independence
•ensuring an opportunity equal to that given to other customers to obtain and use goods and services
•allowing persons with disabilities to benefit from the same services, in the same place, and in a similar way to other customers
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Defining Customers
•Customers can come in many different forms
•Term for customer can vary between organizations
•Our customers are youth or the parents of youth participating in Scouts Canada
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Principles
• Dignity
• Independence
• Equal opportunity
• Integration
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Dignity
Dignity is the innate right to respect and
ethical treatment.
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Independence
Independence is not
relying on another or
others for aid or
support.
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Integration
Incorporating integration
ensures all customers are
able to access our goods
and services in the same
way - free from separation
and barriers.
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Equal Opportunity
Equal Opportunity is the absence
of discrimination.
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Terminology
When referring to someone
with a disability, it is extremely
important that you put the person
first. It is:
•a person with a disability
•a person with a physical disability
•a person with vision loss
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Barriers
Barriers can be:
• Physical or architectural
• Informational/communication
• Attitudinal
• Technological
• Policy or practice
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Responsibilities
• It’s important that customers
keep their independence and
dignity intact
• Individuals with disabilities
may have different need
• Don’t assume what is needed
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Understanding Disabilities
• Many people with a
disability do not consider
themselves disabled
• It is society that creates
and causes barriers that
do not need to exist
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Types of Disabilities
• Vision
• Hearing
• Physical
• Intellectual
• Developmental
• Learning
• Mental health
• Speech or language
• Deaf-blind
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Vision Disabilities
•There are different types of
vision disabilities and different
levels of severity.
•Vision loss can affect a person’s
ability to read or navigate and
can cause trouble with depth-
perception.
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Best Practice Tips: Vision Disabilities
Identify yourself
Offer assistance
Offer to read or summarize written material
Let them know if you have to leave
Offer clear and precise directions
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Deaf or Hard of Hearing
Similar to other disabilities,
there are varying degrees of
hearing loss ranging from
problems in distinguishing
certain frequencies, sounds
or words to complete
hearing loss.
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Best Practice Tips: Deaf or Hard of Hearing
Make sure that the customer sees you
In emergency situations, assist the customer in recognizing and responding
Offer a pen and paper
Suggest moving to a quieter location
Pointing is acceptable
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Deaf-Blind
•Some may have some sight
or hearing, while others will
have neither but rely on their
other senses.
•Deaf-blind interferes with
communication, learning,
orientation and mobility.
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Best Practice Tips: Deaf-Blind
Avoid sudden movements, lightly touching the hand is okay
Ask what would make the customer most comfortable
Understand communication can take some time, please be patient
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Physical Disabilities
Many physical disabilities are not visible or may even be episodic in
nature.
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Best Practice Tips: Physical Disability
• Talk to the customer at their eye level
• Ensure the environment is free of obstacles
• Ask before touching or moving any assistive device
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Speech or Language Disabilities
Some people who have severe difficulties may
use communication boards or other assistive
devices.
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Best Practice Tips: Speech or Language Disabilities
Be understanding and reassuring
Ask closed-ended questions inviting a “yes” or “no” response
If you don’t understand, ask the customer to repeat the information
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Mental Health Disabilities
• Anxiety
• Depression
• Anger
• Fear
• Hearing Voices
• Seeing Things
• Memory Loss
• Confusion
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Best Practice Tips: Mental Health Disabilities
Be confident, patient and reassuring
Ask how you can help and try to work with the customer to find a solution
Listening skills are important with such situations
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Intellectual/ Developmental
Disabilities
• Understanding spoken and
written information
• Conceptualizing information
• Perceiving sensory information
• Remembering
A person with an intellectual disorder
may have trouble:
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Best Practice Tips: Intellectual Disabilities
Provide examples when sharing and providing information
Remember that the customer, can make her own decisions
Be patient and verify understanding
Provide information in smaller chunks
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Learning Disabilities
People with a learning
disability have average
or above average
intelligence but take in
and process information
and express knowledge
in different ways.
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Best Practice Tips: Learning
Disabilities
Allow extra time to complete tasks and projects
Respond to any requests with courtesy
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Talking to People with Disabilities over
the Phone
Good service should apply to all
individuals whether in person or
over the phone.
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•Speak normally, don’t
shout, and listen carefully
•Avoid interrupting the
customer or trying to
finish his/her sentences
•Politely ask the customer
to repeat if you do not
understand
Best Practice Tips: Phone Interactions
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Providing Service at the
Customer's Home
When visiting a
customer's home
it is important to
be mindful of our
actions.
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Best Practice Tips for Providing Service
at the Customer's Home
• Confirm when you will
arrive in advance
• Be patient
• Introduce yourself
clearly
• Ensure that everything
is returned to how it
was when you arrived
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Customer Service Principles
• Dignity
• Independence
• Equal opportunity
• Integration
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When a customer arrives with a
support person, it is best practice to
speak directly to the support person
in order to offer assistance?
Scenario #1
TRUE FALSE
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False.
Always direct your
conversation to the
customer and not the
support person.
Scenario #1 - Answer
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If a customer arrives with a white
cane or guide dog, I should go and
get the product for them?
Scenario #2
TRUE FALSE
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False.
As with any customer, you
should offer assistance and
wait to hear if or what you
can do to assist.
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Taking Appropriate Actions
Service Animals
Support Persons
Assistive Devices
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Service Animals
• A customer may arrive
with a service animal
• In the majority of cases
this will be a dog,
however, service animals
can be monkeys, parrots
and other animals
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How Service Animals Provide
Assistance
• Autism assistance
• Guiding owner
• Psychiatric services
• Hearing by alerting the owner to sounds
• Mobility by pulling wheelchairs, carrying
objects, etc.
• Seizure assistance
Service animals offer a variety of
types of assistance including:
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Rules for Handling Service Animals
•Never separate the
customer and their
service animal
•Don't touch, pet or
talk to the animal
•Do not feed or offer
treats to the animal
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Identifying a Service Animal
What if I cannot clearly identify
that the animal is a service
animal?
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What if the animal becomes disruptive
or out of control?
It is the owner’s responsibility to
maintain control.
•Suggest a quiet place for the
owner to sit and calm the animal
•Do not touch the animal
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Areas service animal should
not be permitted
Service animals are not
permitted in locations
where food is
manufactured,
prepared or processed.
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What if another customer is severely
allergic to the animal?
Consider talking to
both customers to
determine if they can
be in separate areas
of your business,
while still receiving the
same service and
access.
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Support Persons
Some customers may require the
assistance of a support person.
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General Tips for Working with a Support
Person
•Introduce yourself to both persons
•Talk directly to the customer
•Address the customer appropriately
•Don't try to have side conversations with the support person
•Provide any written materials to both persons
•Never separate the customer and their support person
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Assistive Devices
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General Tips for Working with Assistive
Devices
•Never refuse to work with the device
•Don't stare or gawk at the device
•Ensure the customer and assistive device have
the appropriate amount of space
•Don't block, knock or bump into assistive
devices
•Offer assistance if the customer is having trouble
working with their device
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Working with Wheelchairs
• Follow their instructions
• Confirm that they are ready to
move
• Describe what you are going to do
• Avoid uneven ground
• Don't leave them in an awkward,
dangerous or undignified position
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Addressing Accessibility Concerns
When accessibility is
hindered due to
structure, businesses
will be required to look
at and implement other
measures.
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•Post notices throughout
the building
•Email notification to regular
customers
•Phone customers with
scheduled appointments
Best Practice Tips: Notifying of Disruption in Service
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Any service disruption should take top
priority.
- Ensure that no one is trapped or stuck
- Notify the proper person, companies and
potential customers
- Post visible and easy to read signs at all
entrances
What should I do?
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Customer Feedback
Three options: • Online at:
www.surveymonkey.com/s/AODA_Feedback
• In writing at any of Scouts Canada’s Administration
Centres or Scout Shop locations in Ontario; or
• Verbally to any Scouts Canada employee
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Summary
Together we will make a better future!
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Wrap Up
Questions and Answers
Thank you