Welcoming Customers Toolkit

Do this

Don’t let disability get in the way of good customer service.

Not this

Fail to provide good service for fear of making a mistake.

Do this

Talk to the customer. Start with “How can I help?”

Not this

Don’t defer to a companion of a person with a disability.

Do this

Use the terms “people with disabilities” or “disabled people”; either is acceptable within the disability community.

Not this

Use euphemisms such as “differently abled” or “special needs” to refer to the disability community.

Do this

Ask, “Would you like some help?” If the answer is yes, ask, “How can I help?”

Not this

Jump in to help without asking.

Do this

Be flexible in meeting customer needs.

Not this

Choose not to change the way you meet customer needs.