Creating a disability-smart customer experience course

More and more businesses are becoming aware of their legal responsibilities to make adjustments for disabled customers and visitors, and the fact that more than being a legal requirement – it’s just good business. These organisations are taking steps to ensure their premises, communications and even the way that they welcome visitors are fully inclusive and accessible to people with disabilities.

This course will help build the skills and confidence of front-of- house staff and those who engage with your customers face-to-face, via email or over the telephone. It will give them the skills they need to communicate effectively with disabled customers prior to their arrival and ensure they know how to make adjustments in those ad hoc situations.

Course delegates will have the opportunity to learn best practice and work through case studies and sample scenarios from previous work with BDF partners, to provide practical insights to take away for immediate use in their role.

Learning objectives

This training will equip your team to:

• Understand the importance of disability inclusion for customers.
• Understand your organisation’s legal requirements to support disabled customers.
• Identify common barriers for disabled customers and how to remove barriers by making adjustments.
• How to determine what is reasonable and appropriate,
• Where to go for further help and support.

Further details

Recommended learning audience:

• Front-of-house staff.
• Office administrators and reception staff.
• Anyone who welcomes clients/guests/visitors.

This course is for a maximum of 20 participants and will run for 3 hours with breaks.

Please note if you would like to tailor any of the objectives, use case studies/examples from your own organisation, or would like to cover additional content, please contact the Learning & Development Team to discuss content and costs. Any amendments will incur additional costs for the design and development of the module.

Costs

BDF Members and Partners from £850. Non-members from £1000.

Email our Learning & Development Team for more information.

If you require this content in a different format, contact enquiries@businessdisabilityforum.org.uk.