Serving Customers with Specific Needs

Flashcards about customers with specific needs and anti-discrimination legislation.

Why is it important for businesses to effectively handle customer complaints?

To understand areas for improvement, make things right with the customer, improve processes and services, and build loyalty.

What are some steps to handle a customer complaint?

Acknowledge and apologize, listen actively, remain calm, empathize, ask questions, establish solutions, take action and follow up, escalate if required.

Name some examples of specific needs that customers may have.

Physical or mental disability or impairment, visual impairment, hearing impairment, speech impairment, mobility difficulties, cultural differences, language barriers.

How should businesses adapt their service for customers from various cultural backgrounds or for whom English is a second language?

Speak clearly, listen carefully, watch the customer’s body language closely, use short sentences, avoid jargon.

Why is it important to comply with anti-discrimination legislation when serving customers with specific needs?

To ensure fair and equal treatment and avoid unlawful discrimination based on disability, race, sex, age, or human rights.

Name some anti-discrimination legislations.

Racial Discrimination Act 1975, Age Discrimination Act 2004, Disability Discrimination Act 1992, Sex Discrimination Act 1984, Human Rights and Equal Opportunity Commission Act 1986.

What adjustments can be made to assist a customer who is a wheelchair user?

Sit to be at eye level, speak directly to the customer, ask if assistance is required.

What adjustments can be made to assist a customer who is visually impaired?

Greet the person and identify yourself, offer to hold/carry items, describe items, advise them if you are moving, allow guide dogs.

What adjustments can be made to assist a customer with a hearing impairment?

Look directly at the person and speak clearly and naturally at a normal pace, use sign language if possible, provide promotional material and brief notes.

What adjustments can be made to assist a customer with understanding/learning impairments (including language difficulties)?

Be natural and speak clearly, do not use complex sentences or slang/jargon, use short clear sentences, be supportive, use documentation in different languages if applicable.