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How can you provide excellent customer service to clients with disabilities?

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Providing excellent customer service to clients with disabilities is not only a legal obligation, but also a way to build trust, loyalty, and satisfaction. However, it can also be challenging, especially if you are not familiar with the different types of disabilities and the best practices to accommodate them. In this article, you will learn some tips and strategies to improve your communication, accessibility, and empathy when serving clients with disabilities in the banking sector.

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Andy Smyth

Operations Assistant MOD, Assurance and Compliance, Customer Service Quality Control Professional

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1 Understand the diversity of disabilities

Disabilities can be visible or invisible, permanent or temporary, physical or mental, and affect different aspects of a person's life. Some common examples of disabilities are visual impairment, hearing loss, mobility issues, cognitive impairment, mental health conditions, and chronic illnesses. When interacting with clients with disabilities, do not assume or stereotype their needs, preferences, or abilities. Instead, ask them how they would like to be assisted and respect their choices.

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Andy Smyth

Operations Assistant MOD, Assurance and Compliance, Customer Service Quality Control Professional
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Have seen a friends mother treated badly and verbally disrespected as shop staff assumed she was drunk, she had suffered a stroke and as a result slurred her speech due to part of her face being numb, treat customers how you would want your nearest and dearest treated never assume.

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2 Communicate effectively and respectfully

Communication is essential to providing excellent customer service to any client, but particularly those with disabilities. To communicate effectively and respectfully with clients with disabilities, use clear and simple language, avoiding jargon or acronyms. Speak directly to the client, not to their companion or interpreter, and maintain eye contact. Speak in a normal tone and volume, unless the client requests you to speak louder or slower. Ask for permission before touching or moving any assistive devices, such as wheelchairs, canes, or guide dogs. If needed, repeat or rephrase information and confirm the client's understanding. Additionally, consider using alternative formats like large print, braille, or audio to provide written information or documents.

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3 Make your services accessible and inclusive

Accessibility and inclusion are essential for providing excellent customer service to clients with disabilities. This means making sure your physical environment, your online platforms, and your products and services are easy to access and use. To achieve this, you should remove any physical barriers or hazards that may prevent clients with disabilities from entering or moving around your premises. Additionally, you should provide adequate signage, lighting, and seating to facilitate orientation and comfort. For online banking, offer accessible options such as text-to-speech, screen magnification, or keyboard navigation. Finally, provide reasonable accommodations or adjustments to your products and services, such as flexible payment terms, fee waivers, or alternative verification methods.

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Andy Smyth

Operations Assistant MOD, Assurance and Compliance, Customer Service Quality Control Professional
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Don't assume you can imagine what it's like for someone with a disability to access your products or facilities, ask them, there are plenty of forums and local groups out there who would love to help develop or at least provide an insight into the difficulties encountered every day by those with disabilities, even if it's just what di do with a walking stick whilst holding a bag and getting your wallet out.

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4 Show empathy and sensitivity

Empathy and sensitivity are essential to providing excellent customer service to clients with disabilities. Showing that you care about their feelings, needs, and experiences, and that you are willing to help them in a positive and supportive way is key. To do so, actively and attentively listen to their concerns and feedback, express empathy and compassion, not pity or sympathy. Acknowledge their strengths and achievements, not their limitations or challenges. Apologize sincerely if you make a mistake or cause any inconvenience and thank them for their business. Inviting them to return is also a great way to show your appreciation. Providing excellent customer service to clients with disabilities is not only a matter of compliance; it is also a matter of quality and reputation. By following these tips and strategies, you can enhance your customer service skills and create a more accessible, inclusive, and satisfying banking experience for everyone.

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Andy Smyth

Operations Assistant MOD, Assurance and Compliance, Customer Service Quality Control Professional
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Always be polite and patient, you never know who you are talking to. Fir example why do you need a minimum amount of words to post an article when only a dew will do, attention spans can be affected by disabilities, resulting in the loss of a customer.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you provide excellent customer service to clients with disabilities?

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2

3

4

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1 Understand the diversity of disabilities

2 Communicate effectively and respectfully

3 Make your services accessible and inclusive

4 Show empathy and sensitivity

5 Here’s what else to consider

Banking Relationships

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