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ACCESSIBILITY FOR ONTARIANS
WITH DISABILITIES (AODA)
TRAINING
St. Timothy’s Anglican
Church
LEARNING OBJECTIVES
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Review the purposes of the AODA and the customer service
standard
Examine ways to improve customer service for people with
disabilities
Enhance essential customer service skills
Review procedures for dealing with difficult situations
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4 modules in this training session:
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Customer service standard
Understanding disabilities
Essential customer service skills
Dealing with difficult situations
ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT
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Overview of AODA Legislation:
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Achieving a fully accessible Ontario by 2025
Developing accessibility standards
Enforcing the standards
Covering both public and private sectors
ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT
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Human Rights Code definition of disability
(applies under AODA):
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Any degree of physical disability, infirmity, malformation or disfigurement that is caused by
bodily injury, birth defect or illness and, without limiting the generality of the foregoing,
includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of
physical coordination, blindness or visual impairment, deafness or hearing impediment,
muteness or speech impediment, or physical reliance on a guide dog or other animal or on a
wheelchair or other remedial appliance or device
A condition of mental impairment or a developmental disability
A learning disability, or a dysfunction in one or more of the processes involved in
understanding or using symbols or spoken language
A mental disorder
An injury or disability for which benefits were claimed or received under the insurance plan
established under the Workplace Safety and Insurance Act, 1997
CUSTOMER SERVICE STANDARD
Create and maintain accessible customer service
policies, procedures and practices
 Provide staff training
 Create a feedback method
 Arrange for alternate communication methods
 Provide appropriate notice of service disruptions
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ACCESSIBLE CUSTOMER SERVICE
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What is Accessible Customer Service?
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Respecting their dignity and independence
Ensuring an opportunity equal to that given to other customers to obtain and
use goods and services
Allowing persons with disabilities to benefit from the same services, in the
same place, and in a similar way to other customers
PRINCIPLES OF ACCESSIBLE CUSTOMER SERVICE
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Positive customer service for people with
disabilities based on principles of
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Respect
Dignity
Independence
Equal opportunity
Integration
BARRIERS
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Barriers can be:
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Physical or Architectural – tight, cluttered aisles, poor lighting
Information and Communication – small or fine print, understand signs or
directions
Attitudinal – show a genuine interest to help and treat each person equally
Technological – assistive devices, screen reading software, closed captioning
options for training
Policy or practice – should focus on treating everyone fairly
UNDERSTANDING PEOPLE WITH DISABILITIES
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Types of Disabilities:
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Vision, hearing, physical, intellectual, developmental, learning, mental health,
speech or language, deaf-blind
VISION DISABILITIES
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Vision
 Different types and levels of severity; affect ability to read or depth perception
 Barriers
 Maneuvering in tight spaces
 Recognizing changes in the environment
 Recognizing customer service personal
 Understanding directions without providing clear instructions
 Assistive devices
 Braille or large print
 Magnifying glass
 Smart phone with special applications
 Guide dog, white cane or support person
VISION DISABILITIES
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Tips for customer service:
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Speak normally, be patient and friendly
Wait for person to accept offer or request help
Offer your elbow to guide and walk slowly
Offer to describe goods and services
Offer to read or summarize
HEARING DISABILITY
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Barriers
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Not hearing others approaching them
Not responding to alarms or other emergency situations
Understanding speech in a noisy environment
Assistive devices
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Hearing aid or personal amplification device
Teletypewriter or phone amplifier or relay service
Hearing ear dog
Sign language interpreter
Paper and pen
HEARING DISABILITY
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Tips for customer service:
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Make sure the customer sees you and knows you are communicating with
him/her
In emergency situations, assist the customer in recognizing and responding to
the emergency
Offer a paper and pen so you can write notes back and forth to share
information
Suggest moving to a quieter location
PHYSICAL DISABILITIES
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Barriers
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Being stared at
Difficulty picking up or holding items
Trouble maneuvering in tight spaces
Inability to stand for long periods of time
Assistive devices
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Wheelchair, scooter, walker, cane, crutches
Prosthetic devices
Oxygen monitors and tanks
Elevator
Support person
PHYSICAL DISABILITIES
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Tips for customer service:
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Always ask before touching or moving any assistive device
Ensure your environment is clear and free of obstacles that could make it
difficult for a customer to pass
Consider pulling up a chair and talking to the customer at their eye level
Be consistent and follow company standards with all clients
SPEECH IMPAIRMENT
Difficulty pronouncing words and sudden slurring or
stuttering
 Complications when they need to express
themselves or ask for help
 Assistive devices
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Screen reader
Smart phone
Print on paper
White and black boards
SPEECH IMPAIRMENT
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Tips for customer service:
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Ask the person to repeat the information
Ask if you don’t understand what the customer is saying
MENTAL HEALTH DISABILITIES
Anxiety, depression, anger, fear, hearing voices,
seeing things, memory loss, confusion
 Barriers:
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Knowing what you want to say but being unable to say it can be frustrating
It can also be challenging when your memory fails you and you can’t remember
what you want to say or do
Assistive devices
Service animal, support person, smart phone
MENTAL HEALTH DISABILITIES
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Tips for customer service
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Listening skills are important when dealing with situations as you need to
understand the real issue to know how you can offer to help
Ask how you can help and try to work with the individual to find a solution
Be confident, patient and reassuring
INTELLECTUAL DISABILITIES
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Understanding spoken and written information
Conceptual information
Perception of sensory information
Memory
Barriers:
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Difficulties understanding written documents or handouts
Confusion when large amounts of information are shared
Memory and concentration
Assistive devices
Communication boards
Support persons
Speech generating devices
INTELLECTUAL DISABILITIES
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Tips for customer service
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Be prepared to explain and provide examples regarding information
Remember that the person is an adult and can make his/her own decision
Be patient and verify your understanding
Provide information in smaller sections
LEARNING DISABILITY
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Barriers
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Understanding written documents or handouts
Understanding vague directions
Memory and concentration
Making quick decisions
Counting money and giving correct change
Assistive devices
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Calculator
Tape recorders
Scanning or reading technology
LEARNING DISABILITY
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Tips for customer service
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Respond to any requests for verbal information, assistance in filling in forms
and so on with courtesy
Allow extra time to complete tasks if necessary
CUSTOMER SERVICE OVER THE PHONE
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Talking over the phone:
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Speak normally, don’t shout and listen carefully
Avoid interrupting the customer or trying to finish his/her sentence
Politely ask the customer to repeat if you do not understand
SERVICE ANIMALS
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Service Animals
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Never separate the customer and their service animal
Don’t touch, pet or talk to the animal – when the animal is out with the
customer it is working and should not be distracted
Do not feed or offer treats to the animal
If the animal becomes disruptive, suggest a quiet place for the customer to
calm the animal
SUPPORT PERSONS
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Support Persons
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Introduce yourself to both persons
Talk directly to the client
Address the customer appropriately
Don’t try to have side conversations with the support person
Provide any written materials to both persons
Never separate the customer and their support person
ASSISTIVE DEVICES
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Assistive devices
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Never refuse to work with the device
Don’t stare or gawk at the device
Provide appropriate amount of space
Don’t block, knock or bump into assistive devices
Offer assistance if the customer is having trouble working with their device
CUSTOMER SERVICE
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Customer Service Basics
 Introduce yourself
 Speak naturally, clearly and directly
 Make eye contact
 Use plain language and avoid jargon
 Ask one question at a time
 Don’t cover your mouth
 Be calm, polite, respectful
 Re-adapt your approach so that you are providing service in a way that works best for
the customer
 Take your time, do not interrupt and re-explain information if needed
 Ask what you can do
SERVICE DISRUPTIONS
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Service Disruptions
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Post notices throughout the building
Email notification to regular customers
Phone customers with scheduled appointments
Post on the company website
Radio announcement (where feasible)
FEEDBACK
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In person:
 Use the customer feedback form to take notes
 Stay calm and don’t get defensive
 Ask the customer to confirm the notes captured on the form
 Advise of next steps
By telephone
In writing / Email
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Record of Customer Feedback
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DEALING WITH DIFFICULT SITUATIONS
REACH
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R – recognize what is happening (body language, volume & tone,
rate)
E – evaluate the situation
A – approach the situation with the right attitude (ensure your
body language and voice are reflective of respect and
professionalism)
C – control the situation (use customers name, listen attentively,
clarify and show empathy, set limits, recognize when you need
help)
H – help the customer
SUMMARY

Review the purposes of the AODA and the customer service
standard
Examine ways to improve customer service for people with
disabilities
Enhance essential customer service skills
Review procedures for dealing with difficult situations

4 modules in this training session:







Customer service standard
Understanding disabilities
Essential customer service skills
Dealing with difficult situations