Welcoming All Customers

//Welcoming All Customers
Welcoming All Customers2019-07-18T10:14:31+00:00

Welcoming All Customers – Customer Service and Accessibility Training

Providing accessible products and services offers new opportunities, and can contribute to business growth and an improved quality of service for everyone. This new course provides participants with practical advice to give them confidence in meeting the needs of all their customers.

You will look at how to:

  • Anticipate and, whenever possible, meet the access needs of all your customers
  • Understand the range of accessibility requirements
  • Meet legal obligations under the Equality Act 2010
  • Ensure your workplace is inclusive and welcoming
  • Present information in ways that can reach customers with a range of different needs, expectations and levels of understanding
  • Make visits to your workplace a great experience for everyone

 To learn more about how to write an accessibility guide visit: www.accessibilityguides.org

Find out more about this course:

The course will create an understanding of the importance of providing great customer service to all customers as well as knowledge of how to do so. There will be a mix of inspirational presentations, stimulating group activity, practical hints and tips and individual action planning.

Welcoming All Customers covers:

  1. A great welcome for everyone
    • Attitudes and behaviours
    • Models of disability
  1. Accessibility means business
    • The benefits of inclusivity
    • The market for accessible services
    • The three pillars of accessible tourism
    • Be creative and make a difference
    • Mapping the customer journey
    • Gathering feedback
  1. Understanding the law
    • The Equality Act 2010
    • Types of discrimination
    • Knowing the law
  1. Making a connection
    • Communicating successfully
    • Visible and hidden disabilities
    • Identifying and overcoming barriers to accessibility
    • Effective communication
    • Choosing your words
    • Developing your listening skills
    • Communicating in writing
  1. What makes a welcome?
    • Offering assistance
    • Accessible products and services
    • Everyone is an individual – practical guide/activities across the spectrum
    • Welcoming assistance dogs
  2. Promoting your accessibility
    • Letting Customers know what you can offer
    • Accessibility Guides
    • How can we promote our accessibility?
    • Marketing literature for everyone
  3. You make the difference
    • Offering the best service
    • Becoming an accessibility champion
    • Finding out more

£90 + VAT per person – 10.00am to 4.30pm

  • Tuesday 12th November 2019

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Open courses

Open courses are organised according to demand around the region.  These courses are ideal for smaller businesses or for larger businesses only requiring training for a small number of staff.  One advantage of attending an open course is the opportunity to meet and discuss ideas with other participants from a variety of backgrounds.

In-house courses

In-house courses can be run for a company or several companies, colleges, associations or groups.  In-house courses offer a great opportunity to tailor the content to a specific business.

Trainer Training

It is also possible to deliver training through your own team by participating in the ‘train the trainer’ scheme.  This can give you extra flexibility as well as making sure the training is totally geared to your own business needs. Successful participants receive full trainer support materials and a trainer certificate.

“Informative, interactive and extremely useful.  Great trainer.”

“Beneficial for all members of staff.  Would recommend to other employers”

“The training provided fresh thinking towards customer service”

“I didn’t really want to go on this course, thought that it was irrelevant for my job role, but I thoroughly enjoyed it, learnt a lot and think it is relevant for all of us.”

“I think everyone should attend at least every 2 years to maintain consistency of standards.  Trainer was very professional and interesting.”

“The whole programme was very interesting and enjoyable”

“Good delivery, lots of audience participation, fun and informative”