Transcript Approach Ask Assist

How do you provide
good customer service
to people who are
blind or have low vision?
It’s assistance with three As…
Approach
Ask
Assist
Approach
What do I say when I approach a person
who is blind or have low vision?
How do I approach them?
 If you suspect someone may need a hand,
walk up, greet them and identify yourself.
 Always say your name and if appropriate
say your role, eg. “Hello, it’s Jodie, the
Customer Service Assistant”.
Ask
 Ask: “Would you like some help?”
 The person will accept your offer or tell
you if they don’t require assistance.
Assist
Assistance is generally:
 describing
or
 guiding
or
 a combination of both
As you ASSIST you can also ASK
Assist – describing
 Speak naturally but clearly.
 Continue to use body language.
 Use everyday language. Don’t avoid
words like “see” and “look”.
Assist – describing
One of the most common ways to help is
by describing objects or locations.
 Use accurate and specific language like left/right,
top/bottom, eg. “the door is to your left” rather than
“the door is over there”.
 Use the clock face to help describe locations, eg. “the
pen is at 12 o’clock”.
 Explain what you are doing or what you are about to do.
 Describe change when you hand it back, eg. “I have
your $11 change – a $10 note and a $1 coin”.
Assist – describing
Exercise 1: Please describe…
Assist – describing
Exercise 2: Please describe…
Assist – guiding
Sometimes physical assistance
is required to help someone who is
blind or has low vision –
remember not to grab, push or pull.
Situations when physical assistance may be
needed are:
 Guiding a customer’s hand so they can find an
object, eg. a pen to sign their name.
 When a customer asks you to guide them
somewhere.
Assist – guiding
Exercise 3: Obtain signatures with or without
a signature guide…
Signed ………………………………
Assist – guiding
Being a sighted guide
Getting started…
 Make contact by touching the back of
their hand with the back of your hand.
 Say, “take my arm”.
Assist – guiding
Being a sighted guide
Walking…
 Watch out for obstacles above, below and
to the sides.
 You should be half a step ahead.
 Walk at a pace that is comfortable for both
of you and stop to explain obstacles if
necessary.
 Relax!
As you ASSIST you can also ASK
Assist – guiding
Exercise 4: Being a sighted guide…
Remember…
 Make contact by speaking or touch.
 Walk at a pace that is comfortable for both
of you.
In summary
Approach
Ask
Assist
Remember…
 Assistance is a partnership – if you
aren’t sure of the best way to help,
check back with the customer.
As you ASSIST you can also ASK
The Customer Service Training Program was
developed by Vision Australia
For further information or to support
Vision Australia, call 1300 84 74 66.