Inclusive customer service training
Ongoing customer service training is essential for maintaining high standards of excellence in any business. It ensures that employees are equipped to manage a range of situations with confidence and professionalism. More importantly, it empowers staff to deliver inclusive, respectful service to all customers, including those with disabilities.
A critical component of any customer service training program must be how to effectively support customers with accessibility needs. Unfortunately, some organizations still overlook this which sometimes can lead to distressing consequences.
A real-world example: When training falls short
Recently, I witnessed a disconcerting interaction at a gas station that highlighted the importance of inclusive service training.
An older gentleman approached the cashier, explaining that he could not get the “pay-at-the-pump” system to work. The station required prepayment, and the customer was having trouble navigating the prompts. The cashier, behind a plexiglass shield, replied that the customer “didn’t answer all the questions.” Unfortunately, the gentleman couldn’t hear the explanation—perhaps due to the barrier, or perhaps due to a hearing impairment.
Frustrated, the customer turned to me and asked if I could understand the cashier. I could, and after completing my purchase, I joined him at the pump to help. Together, we went through the prompts, and he successfully completed his transaction. With a bit of patience, guidance and empathy his dignity was maintained, and the goal was achieved.
Key takeaways: Building inclusive customer service
This situation highlights the need for clear expectations and practical tools that empower frontline staff to support all customers effectively.
1. Train staff to interact respectfully with people with disabilities
This is not just good customer service, it’s the law. Across Canada, legislation such as the Canadian Human Rights Act (1977) and provincial accessibility laws require businesses to make their services accessible.
- ✅ Learn more about accessibility requirements by province: Retail Council of Canada – Accessibility Laws
- ✅ Review the Canadian Human Rights Act: Justice Laws Website
Staff should be trained to recognize when a customer may need help and know how to respond with empathy and clarity.
2. Establish clear operating procedures
Managers must provide staff with practical, situation-based guidance. For instance, in cases where a cashier cannot leave their post for safety reasons, alternative solutions could include:
- Using the intercom system to walk the customer through the steps (similar to what I did at the pump).
- Calling a colleague from another part of the site (e.g., the car wash).
- Stepping aside from behind plexiglass, if possible, to ensure clearer communication.
Even small gestures can make a big difference—and they demonstrate that your business values every customer.
3. Develop a site-specific accessibility plan
In Ontario, for example, the Accessibility for Ontarians with Disabilities Act (AODA) requires businesses with over 20 employees to create and document a comprehensive accessibility plan.
This is not just a compliance measure: it’s an opportunity to elevate your service standards across the board. A solid plan outlines possible scenarios, the appropriate responses, and the tools or support tools available to your staff.
📄 Learn more: Ontario Accessibility Requirements
The bottom line: Inclusive service is excellent service
Customers should never feel dismissed, ignored, or inadequate because of a barrier, especially one that is easily addressed with the right training and mindset.
By investing time in thoughtful planning and scenario-based training, businesses can ensure that their teams are prepared, confident, and inclusive. This improves not only customer experience but also employee morale and brand reputation.
True excellence in customer service means every customer feels valued, respected, and empowered. Let’s train for that.
