[Nfbf-l] Though this article is from a Canadian writer and many references are to Canadian services

[Alan Dicey]

Frompcb-l at yahoogroups.com
Sent: Saturday, December 29, 2012 10:49 AM
Subject: PCB The Difference Customer Service Training Makes




Though this article is from a Canadian writer and many references are to 
Canadian services and facilities, the point is universal. We need to set the 
example when we host events and spread the word to others.


The Difference Customer Service Training Makes


Customer Service

by

Karen McCall

on December 29, 2012


Usually I'm writing about the misadventures of Para transit in the County of 
Brant. This article is more positive!


I recently attended a day long workshop at the University of Toronto hosted 
by the Heritage Fund and the Ontario Human Rights Commission. Although I'd

attended the University of Toronto, I'd never been to Hart House. I know, 
hard to imagine.


When I entered the building, the receptionist greeted me, introduced 
themselves and asked where I was going. I told them and seamlessly, without 
making

it obvious that they were providing information to someone with a 
disability, they gave me all the information I would need to safely get to 
my destination

in the building. In addition, I received helpful information on the 
positioning of washrooms and their availability due to size and location. 
This, as

it turns out was quite helpful!


As I went down the hallway to my destination, I was greeted by the 
receptionist for the event who also seamlessly gave me information that I 
would need

without calling attention to the fact that they were "dealing with a person 
with a disability."


I cannot stress enough the difference this makes when attending events in 
places you've never been before. An entire level of stress is removed 
because

you know where everything is in the type of detail that you would gather 
yourself as you would normally "stumble" your way along after asking for 
help

and the person just pointing and saying "that way."


After this type of stress free experience, it is a "shock" to then go to 
retailers or restaurants where there has been no customer service training 
and

those of us with disabilities are ignored and, well, shunned.


Again I have to contrast this with the County of Brant where staff and 
elected officials choose not to complete Customer Service training and don't 
see

those of us with disabilities as being part of their community. Elected 
officials and staff maintain that the AODA and the Integrated Accessibility 
Standards

aren't law but are simply "suggestions" that can be ignored.


This attitude is obvious when someone with a disability walks into one of 
the County offices and even those who have had customer service training can't

look us in the eye and have to search out and ask the "accessibility person" 
what to "do with them."


Customer service training does make a difference but as with other aspects 
of the Accessibility for Ontarians with Disabilities Act, the Customer 
Service

Standards and the Integrated Accessibility Standards, you have to see value 
in those of us with disabilities being included in all aspects of our (and

your ) lives. It is one thing to "sit through the training" and quite 
another to "want to learn and embrace inclusion."

main region end


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