You and your customers
This page gives you some tips for dealing with disabled customers.
Wheelchairs
- Sit down to talk to a wheelchair user, so they do not have to strain to see you.
- Do not lean on a person’s wheelchair. It is part of their personal space.
Visually impaired people
- Identify yourself when first speaking to a visually impaired person.
- Guiding someone – allow the person to hold your arm (instead of you holding theirs), so they are in control. Do not move away without telling them.
Hearing impaired people
- Speak slowly and clearly.
- Lip-reading – Always look directly at the person.
- Lip-reading – Make sure your face is well lit. Keep hands away from your mouth and speak normally and clearly.
- Minimise background noise.
- Have notepads ready for exchanging notes
- British Sign Language (BSL) is the first language for some deaf people. Consider employing a sign language interpreter for meetings and events or providing training for your staff in the use of British Sign Language.
People with learning difficulties and mental health conditions
- Speak slowly and clearly.
- Be patient and listen carefully – do not correct or speak for the person.
- If you do not understand, ask the person to repeat what they said.
- Ask questions that require "yes" or "no" answers if possible.
- If the person appears distressed, serve them ahead of the queue.
People with companions
- Talk directly to the disabled person, not their companion.