Here are some tips for serving people with a challenge:

  • Treat people with challenges with respect and consideration.
  • Use patience, optimism, and a willingness to find a way to communicate are your best tools.
  • Smile, relax, and keep in mind that people with challenges want to experience helpful customer service.
  • Don’t make assumptions about what type of challenge or challenges a person has.
  • Take the time to get to know your customers’ needs. Some challenges are not visible.
  • Be patient. People with some kinds of challenges may take a little longer to understand and respond.
  • If you’re not sure what to do, ask your customer, “How May I help you?”
  • If you can’t understand what someone is saying, just politely ask again.
  • Ask before you offer to help — don’t just jump in.
 Customers with

challenges know if they need help and how you can provide it.

  • Find a good way to communicate. A good start is to listen carefully.
  • Look at your customer, but don’t stare. Speak directly to a person with a challenge, not to their interpreter or someone who is with them.
  • Use plain language and speak in short sentences.
  • Don’t touch or address service animals – they are working and have to pay attention at all times.
  • Ask permission before touching a wheelchair or a piece of equipment.
  • I believe every business should have emergency procedures for customers with challenge. Does yours? Make sure you know what they are.