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

[Tinetta Cooper]

Great article Alan! I took a customer service course in college recently and 
must agree that putting the knowledge to work is imperative. The "inclusion" 
aspect was of much interest to me. I can't agree more.

Tinetta Cooper

----- Original Message ----- 
From: "Alan Dicey" <adicey at bellsouth.net>
To: <Undisclosed-Recipient:;>
Sent: Sunday, December 30, 2012 7:05 PM
Subject: [Nfbf-l] Though this article is from a Canadian writer and 
manyreferences are to Canadian services


> 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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