PURPOSE AND APPLICATION
Under
the Accessibility for Ontarians with Disabilities Act, Bedessee Imports Ltd. . is required to meet the requirements of accessibility
standards established by regulation. This policy establishes the
accessibility standards for customer service for Bedessee Imports Ltd. .
staff.
Definitions:
Disability
means any degree of physical infirmity, malformation or disfigurement
that is caused by bodily injury, birth defect or illness, and without
limiting the generality of the foregoing, includes diabetes mellitus,
epilepsy, brain injury, any degrees of paralysis, amputation, lack of
physical co-ordination, blindness or visual impairment, deafness or
hearing impairment, muteness or speech impairment, or physical reliance
on a guide dog, or other animal or on a wheelchair or other remedial
appliance or device; A condition of mental impairment or a developmental disability; A
learning disability, or a dysfunction in one or more of the processes
involved in understanding or using symbols or spoken language; A mental disorder An
injury or disability for which benefits were claimed or received under
the insurance plan established under the Workplace Safety and Insurance
Act, 1997.
Accessible means customer service is provided
in a manner that is capable of being easily understood or appreciated,
easy to get at, capable of being reached or entered and obtainable.
Assistive Device
means any device or mechanism that assists a person with a disability
in accessing and benefiting from our services and/or products. These may
include, but are not limited to, wheelchair, walker, cane, assistive
listening device, visual alarms or assistive software programs.
Support Person
means, in relation to a person with a disability, another person who
accompanies him/her in order to help with communication, mobility,
personal care or medical needs or with access to goods and services.
Guide Dog means a dog trained as a qualified guide for a blind person.
Service Animal
is an animal for a person with a disability if it is readily apparent
that the animal is used by the person for reasons relating to his/her
disability, or if the person provides a letter from a physician or nurse
confirming that the person requires the animal for reasons relating to
the disability.
CUSTOMER SERVICE REQUIREMENTS
POLICY
All
customer service representatives are required to provide service in a
manner that respects the customer's dignity and independence. Any and
all access to products and services must be delivered equally to persons
with disabilities and to those without disabilities. Sometimes all that
is required is to read aloud product information in a clear and concise
manner, or to provide additional written material. Often, disabilities
may not be easily apparent. The disabled person may not be as disabled
as you think. Take your lead from the customer. They are in the best
position to let you know what their special needs are. As always, the
first rule of customer service is that it is courteous, helpful and
prompt.
GUIDELINES:
Hearing Disabilities Definition: Deaf: Severe to profound hearing loss Hard of Hearing: A person who uses their residual hearing and speech to communicate Deafened: Caused to hear poorly or not at all
Introduce
yourself to the customer and the support person. Speak directly to the
customer, not the support person. Keep your hands away from your face
while speaking. Ask if alternative methods of communication would be
preferred, like pen and paper. Prepare as much information as possible
in written format.
Deaf-blind Disability Definition: Cannot see or hear to some degree.
Most
persons with this disability will be accompanied by a support person
and will provide some information as to how to communicate with them. Do
as you are instructed. As always, introduce yourself to the customer
and the support person. Remember to speak directly to the customer.
Intellectual or Developmental Disabilities Definition: Intellectual
development and capacity that is below average. Can mildly or
profoundly limit ability to learn, communicate, do everyday activities
and live independently. May not be easily visible.
Do not assume
what a customer can and cannot do. Use plain language and take your
time. Ask if the customer understands what you are communicating.
Provide one piece of information at a time. Make sure it is understood
before you move on.
Learning Disabilities Definition: Affects
how a person acquires, interprets, or retains information. It is not an
indication of intelligence, often persons with this disability will
have above average intelligence. The disability may affect language
based learning, mathematics, writing or fine motor skills.
The
key is to be patient. Speak normally. Let the customer know that you are
willing to help and to clarify anything. Put everything in writing if
necessary. Be prepared to explain any detail.
Mental Health Disabilities Definition: Functional
limitations that may vary from mild to severe and can fluctuate. May
interfere with a person's mental alertness, concentration and
organization, and their ability to handle stress and/or anxiety.
Approach
the customer as you would anyone else. Be confident and calm. If the
customer appears in crisis, ask if you can help and how. Do not be
confrontational. Don't take any problems you may have personally. Always
treat the customer with respect and consideration.
Speech or Language Disabilities Definition: May have problems communicating. May have difficulties pronouncing words, slurring or stuttering.
Be
prepared to let the customer take all the time they need to
communicate. Don't make assumptions. Don't finish their sentences.
Often, customers with language disabilities will use assistive devices.
If not, keep in mind that a pen and paper might be needed. Don't be
afraid to ask the customer, politely, to repeat themselves if there's
something you didn't understand.
Physical Disabilities Definition: May
affect the customer's control or speed of movement, coordination and
balance, or the ability to grasp objects. May also affect ability to
sit, stand or walk for prolonged periods.
Speak directly to the
customer. Ask if assistance is needed - don't assume. Respect personal
space. Do not move any items belonging to the customer. Describe what
you are going to do or show them before you do it. Make sure that the
customer is in a comfortable, safe and dignified position.
Vision Disabilities Definition: Low or no vision. Will affect ability to read signs, locate landmarks or hazards. May use guide dog or white cane.
Don't
assume the customer cannot see at all. Most individuals who are legally
blind will have some vision. Speak directly to the customer. Offer your
elbow to guide. If they accept, walk slowly. Identify landmarks and
hazards. Be as descriptive and precise as possible. Make sure the
customer is in a comfortable, safe and dignified position.
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