Tips on delivering inclusive and accessible customer service.
The spending power of disabled people in the UK is estimated to be around £249 billion per year and likely to increase as we live longer. This means that quite apart from being the right thing to do as an ethical retailer, it makes good business sense to design premises and websites that are both accessible and usable and to train customer facing colleagues on how to provide excellent customer service to disabled people. If you can do this then you will be providing the best shopping experience for everyone, regardless of disability.
Receiving good customer service is important to everyone, but it can be particularly important to disabled customers and clients who may have very specific needs and be concerned about how these will be met by your organisation. When surveyed about access, 72 per cent of disabled people said that were more likely to visit somewhere new if they were welcomed by staff or the venue appeared to care about access.
Legislative Context
The Equality Act 2010 defines “a disabled person as, a person who has, or who has had in the past, a physical or mental impairment which has a substantial and long term adverse effect on his or her ability to carry out normal day to day activities”
Disability Facts and Figures
There are 16.1 million disabled people in the UK, 24% of the population. This percentage is 2% higher in the Northwest.
- 23% of working age adults are disabled
- 45% of pension age adults are disabled
Spending Power
The estimated annual spending power of families with at least one disabled member in the UK is approximately £274 billion. This figure represents the combined purchasing capacity of disabled individuals and their households, highlighting the significant economic impact of this demographic. It's important to note that this estimate may vary depending on the data source and methodology used.
Customer Service Commitment – Supporting Disabled Customers
We are committed to providing outstanding service to all our customers, including those with disabilities. Our approach goes beyond legal compliance, aiming to create a truly inclusive and accessible experience.
Key Points:
✅ Know Your Customer – We understand that not all disabilities are visible. Our staff are trained to be respectful, attentive, and never make assumptions.
✅ Respect for All – Every customer is treated with dignity, courtesy, and professionalism.
✅ Legal Compliance – We meet all legal obligations while striving to exceed expectations in accessibility and support.
✅ Accessibility – Our premises and services are designed with accessibility in mind, offering reasonable adjustments where required.
✅ Flexible and Creative – We adapt our services with sensitivity and problem-solving to meet individual needs.
✅ Clear Signage – Our signage is well-placed, legible, and easy to follow for all visitors.
✅ Assistance Dogs – Assistance dogs are always welcome, and staff are trained to accommodate them appropriately.
✅ Staff Knowledge – Team members are familiar with all accessibility features on-site, including ramps and accessible toilets.
✅ Emergency Procedures – Staff are trained to assist disabled customers during evacuations and emergencies.
✅ Proactive Assistance – We offer help proactively, without waiting for a request, to ensure no customer is overlooked.
✅ Patience and Understanding – We allow extra time for customers who may have mobility, communication, or cognitive challenges.
✅ Transport Advice – Accessible transport information is readily available to assist with travel planning.
✅ Variety of Seating – Seating with and without armrests is available to suit all comfort needs.
✅ Accessible Fire Exits – All exits are accessible and clearly marked for safety and reassurance.
✅ Communication Support – We provide additional time and attention to support customers with speech or memory difficulties.
