Creating a disability smart customer experience
Build confident customer-facing teams who remove barriers, deliver seamless experiences, and unlock the value of the Purple Pound.
Format
Live training: In-person or online
Duration
3.5 hours including breaks
Ideal for
Front-of-house staff, office administrators and anyone who welcomes clients/guests/visitors.
Group size
5 – 15 participants
Why this 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.
Who should attend?
- Front-of-house staff.
- Office administrators and reception staff.
- Anyone who welcomes clients/guests/visitors.
Objectives
Understand disability and your legal duty
Understand the importance of disability inclusion for customers and your organisation’s legal requirements to support disabled customers.
Identify and remove barriers
Identify common barriers for disabled customers and how to remove barriers by making reasonable adjustments.
Make reasonable and informed decisions
Learn how to determine what is reasonable and appropriate, and where to go for further help and support.
Pricing & options
- 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?
Complete the form below and our Learning & Development team will be in touch with you shortly.
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: [email protected]
Telephone: +44 (0)20 7403 3020
Explore our other courses
Build a complete pathway: pair Foundations for all staff with Inclusive Line Management for people leaders, plus Disability-Smart Recruitment and Customer Experience for end-to-end coverage.
Inclusive Line Management: A practical blueprint for workplace adjustments
Disability-smart recruitment
