Tips on serving customers with special needs - Turismo @ Polibea http://www.polibeaturismo.com/ingles/tratoAdecuado_en.

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TIPS ON SERVING CUSTOMERS WITH SPECIAL NEEDS

GUIA ACCESIBLE

TIPS ON SERVING CUSTOMERS WITH

SPECIAL NEEDS
Communication and/or mobility impaired customers have the same requirements as other customers, quality
products and services that meet their needs, reliability, and competitive market prices. And as it happens among
most consumers, staff attitude is a key deciding factor. We would ideally suggest providing specialized training for
managers and staff.
If you are not used to communicating with a person who has any kind of impairment and have any hesitations or
concerns, use your common sense, be polite, considerate and patient as in some cases it may take a little time,
depending on the person's impairment.
You'll find below some helpful hints when communicating with travellers/customers with impairments, taken from a
leaflet developed by Polibea on behalf of the Spanish Royal Board on Disability (Real Patronato sobre
Discapacidad)

PERSONS USING MOBILITY AIDS OR WITH MOBILITY IMPAIRMENTS.

- When walking with persons who use crutches, bracers, canes or just walk slowly, adjust your pace to theirs.
- Enable people who use crutches or canes to keep them within reach.
- Offer assistance in a dignified manner with sensitivity and respect.
- Do not proceed to assist if your offer to assist is declined. If the offer is accepted, listen to or accept instructions.
- Offer to hold or carry packages in a welcoming manner.

WHEELCHAIR USERS.
- When speaking to a person in a wheelchair for more than a few minutes, sit in a chair and place yourself at that
person's eye level to facilitate conversation (consider kneeling to get yourself on the same eye level as the
wheelchair user).
- When talking to a person who uses a wheelchair, look at and speak directly to that person, rather than through a
companion who may be along.
- If you don't know how to handle the wheelchair, ask the user and follow instructions.
- When addressing a person who uses a wheelchair, never lean/hang on the person's wheelchair as the chair is part
of the space that belongs to the person who uses it.
Be aware that some wheelchair users may choose to transfer themselves out of their wheelchairs (do not move the
wheelchair out of reaching distance).

PEOPLE WITH SPEECH IMPAIRMENTS.

- Don't be embarrassed when a person who has speech impairment addresses to you and give your whole attention
with interest.
- Do not pretend to understand if you do not. Ask the person to repeat what you do not understand or try rephrasing
what you wish to communicate. You may as well ask short questions that require short answers or a nod of the head.
- Do not raise your voice unless requested as most speech-impaired persons can hear and understand.
- Stifle any urge to complete a sentence.

BLIND/VISUALLY IMPAIRED PERSONS.

- When greeting a person with visual impairment always identify yourself and introduce anyone else who might be
present. (Should the person not extend his/her hand to shake hands, verbally extend a wellcome)
- When offering assistance (to sit, for instance) allow the person with visual impairment to take your arm (at or
about the elbow.) This will enable you to guide rather than propel or lead the person.
- Offer to hold or carry packages in a welcoming manner.

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Tips on serving customers with special needs - Turismo @ Polibea http://www.polibeaturismo.com/ingles/tratoAdecuado_en.htm

- Giving a verbal cue is always helpful.

- Let the person know in advance when you will be moving from one place to another (don't leave them on their
own without saying so).
- Let the person know when you need to end the conversation.
- Dog guides should always be allowed to enter the facility. Such dogs are highly trained and should never be pet,
fed, talked to or called without the permission from the owner.

DEAF OR HEARING IMPAIRED PERSONS.

- When talking to a deaf or hearing impaired person look directly at the person and speak clearly, naturally and at a
normal pace. Only raise your voice when requested.
- To get the attention of a person with a hearing impairment, tap the person lightly on the shoulder or wave your
hand.
- Place yourself facing the light source and keep your hands, cigarettes and food away from your mouth when
speaking.
- Make sure that the person has understood what you wish to communicate.
- Brief, concise written notes may be helpful if all else fails.

PEOPLE WITH UNDERSTANDING / LEARNING IMPAIRMENT.

- Be natural and speak clearly. Do not use complex sentences.
- Be supportive and friendly
- Answer all questions making sure that you are being understood.
- Treat adults in a manner befitting adults (treat mentally/learning impairments adults as adults, not children)
- Don't provide assistance further than needed/required.

PEOPLE WITH BEHAVIORAL IMPAIRMENT/ IMPAIRED SOCIAL SKILLS

- Avoid any situation that can lead to violence, like arguments or criticizing.
- Try to understand their situation and enhance their participation in all activities.

PERSONS WITH OTHER IMPAIRMENTS.

There are numerous impairments that do not fall under the general categories, many of them are not immediately
perceived or might be hard to be realized, as chemical sensitivity, allergies that can occur from exposure to the sun,
through the air, food, water .
The best sources of information about their needs are our customers themselves.

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