how do you provide good customer service to people who are blind or vision impaired?

How do you provide good customer service to people who are blind or vision impaired?

It’s assistance with three As…

Approach

Assist

Ask

Approach

• 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, e.g. “Hello, it’s Mary, the Customer Service Assistant”.

What do I say when I approach a person who is blind or vision impaired? How do I approach them?

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

As you Assist you can also Ask

or

or• guiding

• a combination of both

• 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, e.g. “the door is to your left” rather than “the door is over there”.

• Use the clock face to help describe locations, e.g. “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, e.g. “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 – describing

Assist – guiding

Sometimes physical assistance is required to help someone who is

blind or vision impaired – 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, for example, a pen to sign their name.

• When a customer asks you to guide them somewhere.

Signed ………………………………

Exercise 3: Obtain signatures with or without a signature guide…

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 guideWalking…

As you ASSIST you can also ASK

• 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!

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.

Assist – guiding

As you ASSIST you can also ASK

Approach

Assist

Ask

In summary

Remember…

Assistance is a partnership – if you aren’t sure of the best way to help, check back with the customer.

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