Disability-Smart Customer Experience: Service excellence for every guest

Build confident, courteous teams who remove barriers, deliver seamless experiences, and capture the Purple Pound.

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At a glance

Format

Live training:
• Virtual (Teams / Zoom) or In-Person

Duration

3.5 hours including 2 breaks

Ideal for

Front-of-house, contact-centre and digital-service teams, plus supervisors who shape customer interactions.

Group size

5 – 15 participants

Why this course?

Great customer experience starts with accessibility. Powered by BDF consumer research, this practical session builds confident, consistent behaviours so teams recognise barriers, offer the right help and deliver legally robust, inclusive service in every interaction.

Who should attend?

Customer-facing teams in front-of-house, contact centres and digital support, along with supervisors responsible for coaching and quality across every interaction.

Learning objectives

Understand disability & the anticipatory duty

Know what the Equality Act expects of service providers, anticipate barriers and provide adjustments for customers

Spot & remove service barriers

Map the customer journey, identify physical, digital, and communication barriers as well as propose practical adjustments.

Handle conversations well

Use confident, courteous language to offer help, agree adjustments and confirm needs are met.

Benefits for your business

  • Unlock more of the £274bn Purple Pound.
  • Reduce abandonment and increase loyalty.
  • Build confident, efficient staff interactions.
  • Protect and strengthen brand reputation.
  • Meet legal duties and lower dispute risk.
A group of people using self-service booking screens in a cinema lobby, including a wheelchair user and a man with a prosthetic leg.

What to expect

Core concepts

Accessible service principles, the anticipatory duty and a barrier-first view of the customer journey.

Interactive practice

Journey-based scenarios across in-person, phone and digital channels, with quick polls and guided discussion.

Tools and next steps

Customer-journey barrier checklist, service-etiquette prompts, and simple signposting/escalation routes to use immediately.

Costs & Tailoring

  • From £935 + VAT (Members & Partners).
  • From £1,200 + VAT (Non-Members).
  • Tailoring: custom scenarios and case studies on request.
  • Volume discounts for multiple cohorts.

Ready to train your team?

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Prefer to get in touch directly?

For more information about our standard courses, tailored and bespoke learning offers, and to discuss costs, please contact our Learning & Development team:

Email: training@businessdisabilityforum.org.uk
Telephone: +44 (0)20 7403 3020

Find out more ways to contact us

Explore our other courses

Build a complete pathway: pair Foundations for all staff with Inclusive Line Management for people leaders – and add Disability-Smart Recruitment for end-to-end coverage.

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