All our customers deserve the same high level of customer care. But some might need a little extra support or attention to be able to receive that. This group of customers might be bigger than you think. It includes people from culturally and linguistically diverse backgrounds, those with physical or intellectual disabilities, people who are ill or injured people who have dependents in tow babies and pushes maybe your elderly relatives, older people in general, just about everyone will fit into at least one of these categories at some point in their lives. And while it's illegal to discriminate against many of these groups, it's important to look after all of them. dealing with people who have special communication needs, or whose physical abilities necessitate special assistance.

Simply means paying more attention to the means of communication, the process. Without effective communication, it's easy to leap to mistaken conclusions and to give inefficient service or to cause upset or increased cost. How would this apply to people with disabilities? See the person not the disability or the language difficulty? Avoid labeling or stereotyping. Everyone is an individual.

Have you ever shouted at an elderly or disabled person or someone who doesn't speak your language? I bet it didn't get the results you were looking for. Do you know how you might give a person with special needs helping using your services? Well, here are a few ideas. Slow down your speech chunk what you're saying into smaller bites. recap more often to ensure the customer has understood the points you're making.

Write things down for them. Provide handouts in different languages. Provide ramps for people with disabilities parents with pushes elderly people, people with physical injuries. Provide signs or text in large, easy to read print. Make sure your signs are in strong contrast in colors, not silver on blue. For example.

Make sure your sons are multilingual on your website include options for different languages and pictures or videos that don't need words at all. You must also be very careful about not stereotyping people with special needs. every customer is an individual first, and you never know what people's backgrounds or talents might be. For example, a research project I know about in a Melbourne hospital identified that cleaning staff spoke at least two other languages plus their own and they were learning English on the job. The temptation is to think that people who are different from us might not be as smart as us. That's not accurate, and it's not respectful.

More and more, you're dealing with people from various parts of the world. And there are some helpful tips to make these customer experiences easier for everyone. Identify the language. Find out if there's anyone in your organization who speaks the language adequately. Do you have a list, a telephone interpreter service can be called usually an interpreter is available straight away. However, there might be some delays.

And in some situations, a professional interpreter may be required to attend where you are. In that case, you'll need to pre book it's the organization's responsibility to call for an interpreter. It's part of customer care. And it's unfair and inadequate to use children as interpreters. Make sure you get an experienced interpreter where possible. Children may have trouble understanding technical terms and instructing parents what to do You should also consider cultural barriers when deciding whether a family or friends are the right person to interpret.

For example, men from many cultures would be most offended if asked to interpret on women's health issues. When health issues are involved, the matter needs to be treated with the utmost sensitivity. For example, I have a friend who interprets for the diff. She was with a client at the doctor when their client was bluntly told he had AIDS. How could a friend or family member deal with issues like that? You should introduce the interpreter and clearly state their professional role to avoid confusion or overtones of collusion between staff.

Look at the customer and address remarks to the customer directly in the same way you would without an interpreter. Leave suitable pauses for the interpreter to digest and relay the information to the customer. In summary, adapt your communication to every customer, especially those that have additional names. Be patient and empathetic. See the person not the disability or language difficulty. Put yourself in their shoes.

Remember times when you've been in a different country, or have been unable to get up the stairs because of a sprained ankle. Get help if you need it. It's the smart way to provide excellent customer care. Please take a few minutes to review the notes in the workbook and complete the exercises. If you review the notes in a day or two, your retention of the material will increase considerably. Thanks