Improving Customer Service for People with Disabilities

Improving Customer Service for People with Disabilities
Assessment Tool

This tool is designed to follow viewing of the "Improving Customer Service for People with Disabilities" training video. It is a brief multiple-choice quiz. When you select an answer, if the answer is correct, you will be able to move on to the next question. If the answer is incorrect, you will be prompted to try again. It will help determine if you have understood the important information in the video, or help you decide if you need to view it again.

Good luck!

To begin, please validate your name and email address below:

To summarize our key actions, remember to:

Speak directly to the customer, not the caregiver or companion. Make eye contact.
Use "first-person" language, such as "person with disabilities" or "customer with disabilities". Not "disabled person".
Ask the customer, "How can I help you?" or "What can I do to help you today?"
Be patient and courteous. Take the time to allow the customer to act independently.
Do not prejudge a customer's ability.

Being respectful, aware, and adaptable is very important when interacting with patrons of your business who have a disability. They are your customers and they support your business. Please support them as well.

1. How many customers have disabilities?

a. 1 in a million
b. 1 in 1,000
c. 1 in 100
d. 1 in five

2. How many dollars are spent nationally by customers with disabilities?

a. $500,000 annually
b. $1 million annually
c. $100 million annually
d. More than $150 billion annually

3. You may be unfamiliar with a customers needs, or unsure of how to help, but it is always important to treat every customer with:

a. Respect
b. Courtesy
c. Patience
d. All of the above

4. What do you do when a customer enters your establishment with a caregiver or companion?

a. Talk only to the caregiver or companion.
b. Speak to the customer, but look to the caregiver or companion for confirmation or clarification.
c. Ask the caregiver or companion to pay the bill.
d. Speak directly to the customer, not the caregiver or companion. Make eye contact with the customer.

5. What do you say when referring to a person with a disability?

a. Always use person-first language. Say "customer with a disability".
b. Say, "Person with a physical challenge".
c. Do not say "disabled person".
d. All of the above.

6. Some consumers with age-related issues or disabilities may require special support and attention. If you are unsure of how to assist, ask the customer "How can I help you?" or "What can I do to help you?" Some ways you can help may include:

a. A customer may call ahead and ask for help with the door.
b. A customer may ask for special food preparation including cutting prior to serving, or specific utensil placement.
c. A customer may request special seating that will be more comfortable.
d. All of the above.

7. Service animals are highly trained animals and are on-duty for their owners. When welcoming a customer with a service animal, it is appropriate to:

a. Offer food to the service animal.
b. Pet the service animal.
c. Ask permission before petting or offering food to a service animal.
d. Ask the customer to leave their service animal outside the store/restaurant.

8. More and more individuals use different methods to communicate. If you are serving a person with a hearing impairment, the best thing to do is:

a. Speak directly to their sign language interpreter.
b. Ask them to lip-read.
c. Take the individual's lead and ask what assistance is needed to communicate clearly.
d. Tell the customer you are unable to help them since they cannot understand you.

9. A customer with disabilities or age-related challenges may require more time to handle a transaction, or a customer with a cognitive disability or autism may be distracted by lights and noise. Good customer service includes:

a. Be patient and courteous.
b. Give the customer time to act independently.
c. Politely ask if the customer needs any assistance.
d. All of the above.

10. Do not prejudge a customer's ability. Some disabilities may be visible and some may not. Whether someone has just had a surgery or has a cognitive disability, you may not be able to "see" their challenge, but he or she may need special help. Do you remember these tips from community business leaders:

"Provide a high level of customer service to everyone who walks through the door."

True
False

11. Do not prejudge a customer's ability. Some disabilities may be visible and some may not. Whether someone has just had a surgery or has a cognitive disability, you may not be able to "see" their challenge, but he or she may need special help. Do you remember these tips from community business leaders:

"Don't judge a book by its cover. Just take a moment, listen, figure out the best course of service for your customer."

True
False

12. Do not prejudge a customer's ability. Some disabilities may be visible and some may not. Whether someone has just had a surgery or has a cognitive disability, you may not be able to "see" their challenge, but he or she may need special help. Do you remember these tips from community business leaders:

"Everyone with a disability makes a great customer. They've got the money and they want to spend it. Let them spend it with you."

True
False

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