Customers with conditions affecting learning or communication

How to help

Many people with learning disabilities live independently without assistance, but may experience difficulties with communicating and understanding information, particularly if information is not available in accessible formats. The level of communication need will vary from one person to another, depending on the extent of their learning disability.

People who acquire a brain injury may have similar needs.

Disabilities of this kind are often non-visible and this can sometimes make it difficult to identify a customer who may need extra help.

Look out for signs that the customer may have communication needs and offer assistance. They may indicate that they do not understand the information that you are giving them or ask questions unrelated to their purchase. They may also need extra time to make a decision or carry out a purchase.

Speaking to the customer

• Begin by assuming the person will understand you and speak to them as you would anyone else.
• Find a quiet place, without distractions, to hold your conversation.
• Use simple, short sentences and avoid jargon.
• Be patient and encouraging. The customer may need longer to process information and to respond. Do not rush them.
• Some people with learning disabilities use just a few simple words, along with facial expressions and gestures to express themselves. Using objects of reference, pictures and drawings may help you communicate.
• The customer may find it easier to take you to an item to show you what they want. Go with them.
• Consider how you ask questions. Using open-ended questions will allow you to check that the customer understands the information they are being given and the choices they are making. Closed questions may limit the customer’s options.
• The person may feel frustrated if they think they are not being understood. Be calm and patient and offer reassurance.
• The person may find it difficult to understand jokes or sarcasm or know how to respond to them.

Accessible communication

• Consider putting information in writing, such as your name and phone number, in case the customer has further questions.
• Provide summaries of written information in accessible formats, such as Easy Read, audio or video.
• Breakdown information into small chunks.
• A person may require an advocate to help access information or attend appointments. Check if the person would like an advocate before asking them to make a big decision, which may have financial or legal implications.
• People with learning disabilities often prefer face-to-face communication. If you are contacting someone by phone speak clearly and slowly.

Taking payment

• Offer extra assistance to customers unfamiliar with technology like chip and PIN and contactless. The customer may have a Chip and Signature card. The card reader will automatically ask the customer to sign to authorise a purchase and will produce a signature slip.
• If the customer is unsure, seems worried or confused, never insist on a signature or request a payment. Ask the customer if they would like more time and whether the information you have given is clear.

Final thoughts

Unexpected situations, such as a change to travel plans or an item being unavailable, can be stressful and confusing for customers with learning disabilities or an acquired brain injury. Reassure the customer. Explain the situation and offer help with finding an alternative.