It can be difficult to know how to act in a certain situation until it happens, training is great but it’s always the lived experiences that people find the most beneficial. However, in order to provide the smoothest customer experience as possible you need to act fast and be 2 steps ahead. Especially when meeting the specific requirements of a potential customer living with a disability.
Having an individual staff member or team in the role of Accessibility Coordinator can be a perfect role to ensure that all accessibility issues take center focus within your business for potential customers. This ensures that nothing is overlooked and that all staff members within your business know what their roles are. It is also beneficial for your customers to raise any accessibility enquiries they may have as it provides consistency due to there being a specific contact to speak to.
Collecting feedback from your customers is the most vital thing that your staff can do to guarantee your customers journey throughout your whole business so that it makes things as easy as possible. The best people who can illustrate what accessibility problems there are within your business are your customers, so listening to their feedback and suggestions won’t only benefit them, but other potential customers also. Making sure customers requirements are met, not only makes them feel welcome and included but, also means they will refer other customers to the great services that your business provides.
Providing training for all your staff to help deal with any accessibility problems is a comprehensive approach to give them the confidence to support all your customers needs. It will provide consistent and improved service delivery, ensuring everyone is on the same page. Working through different accessibility scenarios that may materialise within your business before they actually do can help staff to act quickly in real time. Making sure your staff have the right training not only puts there worries at ease, but equally makes your customers feel safer when visiting your business. There are simple methods to help your staff deal with accessibility enquiries more effectively. Listening to your customers and trying to solve an issue before it even arises is the best way to ensure that your customers journey runs as smoothly as possible. It creates an inclusive environment and makes sure they continue to return for years to come.