In an effort to provide service to customers in a way that is accessible to all people, including people with disabilities, employees need to be empowered with the knowledge and skills to do so. In this program, participants will learn how to treat all customers equitably by identifying and removing anything that may create a barrier to accessing goods, services and facilities. Through this interactive session, participants will learn about the changing demographics in each major diversity market (seniors, people with disabilities, millennials, people with language barriers/new Canadians), what diverse customers are seeking in terms of a customer service experience (face-to-face, phone, online) and how to ensure inclusive customer service experiences. Once the context is set, the conversation delves into what Inclusive Customer Service is about and the practical applications: putting the person first, flexible service that meets the needs of each individual customer, understanding that some methods of service may not work for all people and allowing for comments and suggestions on how to improve customer service.
This program is designed to teach participants how to:
- How to serve a customer with disabilities or language barriers in a respectful manner
- How to ensure inclusivity in all service interactions
- Aligning customer service expectations to delivery
- Compliance with government regulations
Module 1) Understanding Customer Diversity
Module 2) Exceptional and Inclusive Customer Service
Module 3) Reinforcement and Application
Half-Day / 1-Day
Pricing & Deadline Information
Early Bird Deadline
Refer to the dates on the Registration Platform
Registration Deadline