What are the four principles of accessible customer service?

The AODA Customer Service Standard requires service providers to provide AODA customer service training to their employees and volunteers. The accessible customer service training program educates employees on how to deliver goods and services to disabled consumers. All businesses in Ontario with one staff or more than one staff are required to train their personnel.

 

The principles of accessible customer service

 

Here are the four principles of accessible customer service. Let's have a look.

 

1.      Dignity

 

A person who has a disability should be treated the same way as any other customer or client. Policies and procedures that show respect for the person's dignity are those that treat them as customers who deserve the same good service as any other customer. The people who work there don't treat individuals with disabilities as an afterthought or make them accept less service, quality, or convenience than they would like. People with disabilities should be able to get and use services effectively, and service providers should show respect for these ways.

 

2.      Independence

 

When someone is free from someone else's control or influence, independence means that they can make their own choices. When it comes to other things, it could mean that you can do things your way. Slow-moving people should not be turned away from a program because of this. If they want to do something on their own in their own time, they should not be rushed or have a staff member do it for them if they want to.

 

3.      Integration

 

People with disabilities can use the same facilities, in the same place, and in the same way as other people. These are called integrated services. Integration means that everyone can use the same policies, practices, and procedures, even with a disability. The integration of people with disabilities isn't always the best way to meet their needs. Since the person with disabilities needs it or because you don't have another choice at the time, alternative measures may have to be used instead. If you are not able to eliminate an accessible barrier, you must seek alternative methods of providing services to persons with disabilities.

 

For example, a hard-of-hearing student who wants to go to a lecture by a world-famous scientist asks the organizers for an FM system. This helps people who can't hear. In response, the organizers say that they don't know where to get an FM system, but not to worry. The text of the scientist's lecture will be available on the site a few days after the event. A student can't get the same information as everyone else at the same time. This doesn't follow the principle of integration.

 

4.      Equal opportunities 

 

To have equal opportunities means that you should have the same chances, benefits, options, and results as everyone else. When you provide services or goods, these people who have disabilities have an equal chance to benefit from the way your company does things like this as other people. They shouldn't have to do much more work to get or use the service. Also, they should not have to settle for less quality or more hassle, as well.




 

Conclusion

 

However, each institution must ensure that its rules, practices, and procedures comply with the standard standards and take reasonable measures to ensure that they are consistent with the concepts of independence, integration, dignity, and opportunity equality.

 

Trish Robichaud found of Changing Paces is the pioneer for accessible customer service training in Ontario. She has been providing accessible customer service training all over the world.

Location: Ontario, Canada

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