Module 1: Introduction to Disability Awareness and Customer Service
The first topic we will cover is disability awareness and its significance in providing quality customer service.
​
Next, we will examine the legal and ethical responsibilities that businesses in the UK have when serving customers with disabilities, including compliance with the Equality Act.
Lastly, we will explore the advantages of enhancing services for customers with disabilities and how businesses can foster a more diverse and inclusive environment.
Module 2: Common Types of Diverse Abilities and Their Characteristics
Module 2 delves into various types of diverse abilities, including physical, sensory, cognitive, and invisible. For businesses to create inclusive environments and provide accessible services to everyone, it's crucial to offer accommodations and resources for customers and employees with diverse abilities.
Module 3: Communication Strategies for
Serving Customers with Diverse Abilities
Effective communication is essential for serving customers with diverse abilities. Communication barriers can arise due to differences in language, culture, and ability, making it difficult to understand and be understood. This can result in misunderstandings and frustration for both the customer and the service provider.
To overcome these barriers, businesses should consider a range of strategies that can help improve the accessibility and inclusivity of services and create a positive experience for all customers, regardless of their diverse abilities.
Module 4: Accessibility and Design
This module covers the principles of accessible design, which include physical accessibility, digital accessibility, and universal design. In the UK context, accessible design is vital as there are over 14 million people with diverse abilities.
Implementing accessible design principles can enhance a business's reputation, attract new customers, and ensure legal compliance under the Equality Act 2010. The module also provides tips for conducting accessibility audits, improving physical accessibility, creating digital accessibility, and adopting universal design principles.
Module 5: Assistive Technology
Assistive technology (AT) is a critical tool that enables individuals with diverse abilities to live more independently, access education and employment, and
participate fully in society.
AT plays a significant role in breaking down barriers to employment, increasing productivity and reducing the need for accommodations. For businesses to support customers with diverse abilities, they must understand the role of assistive technology and strive to create an accessible environment that accommodates its use.
Module 6: Customer Service Best Practices
By offering certain accommodations, businesses can help customers with disabilities to engage more fully with their products or services, and can create a positive customer experience.
This module provides guidance and best practices for businesses to ensure excellent customer service for customers with diverse abilities, including training staff on disability awareness, offering accessible communication channels, and creating a welcoming environment.
Module 7: Supporting Employees with Diverse Abilities
This module explains the benefits of having a diverse workforce. It also highlights the social and ethical implications of creating an inclusive workplace and the legal obligations and challenges involved in supporting employees with diverse abilities.
The proactive and strategic approach to support such employees includes educating employees and managers, providing accommodations, developing policies and procedures, encouraging disclosure, and engaging with external resources.
Module 8: Case Studies and Scenarios
This module provides case studies and scenarios that demonstrate how small accommodations, staff training, technology, clear communication, and creating an inclusive environment can greatly improve the customer's experience and satisfaction.
The module emphasises that by understanding the needs of customers with diverse abilities and providing appropriate accommodations and support, businesses can improve customer satisfaction and loyalty and create a more inclusive and welcoming environment for all customers.