How do you provide good customer service to people who are blind or vision impaired?

How do you provide good customer service to people who are blind or vision impaired?

Approach Ask Assist It’s assistance with three As…

Approach What do I say when I approach a person who is blind or vision impaired? How do I approach them? • If you suspect someone may need a hand, walk up, greet them and identify yourself. • Always say your name and if appropriate say your role, e.g. “Hello, it’s Mary, the Customer Service Assistant”.

Ask • Ask: “Would you like some help?” • The person will accept your offer or tell you if they don’t require assistance.

Assist Assistance is generally: • describing or • guiding or • acombinationof both As you Assist you can also Ask

Assist– describing • Speak naturally but clearly. • Continue to use body language. • Use everyday language. Don’t avoid words like “see” and “look”.

Assist – describing One of the most common ways to help is by describing objects or locations. • Use accurate and specific language like left / right, top / bottom, e.g. “the door is to your left” rather than “the door is over there”. • Use the clock face to help describe locations, e.g. “the pen is at 12 o’clock”. • Explain what you are doing or what you are about to do. • Describe change when you hand it back, e.g. “I have your €11 change – a €10 note and a €1 coin”.

Assist – describing Exercise 1:Please describe…

Assist – describing Exercise 2:Please describe…

Assist – guiding Sometimes physical assistance is required to help someone who is blind or vision impaired – remember not to grab, push or pull. Situations when physical assistance may be needed are: • Guiding a customer’s hand so they can find an object, for example, a pen to sign their name. • When a customer asks you to guide them somewhere.

Assist – guiding Exercise 3:Obtain signatures with or without a signature guide… Signed ………………………………

Assist – guiding Being a sighted guide Getting started… • Make contact by touching the back of their hand with the back of your hand. • Say, “take my arm”.

Assist – guiding Being a sighted guide Walking… • Watch out for obstacles above, below and to the sides. • You should be half a step ahead. • Walk at a pace that is comfortable for both of you and stop to explain obstacles if necessary. • Relax! As you ASSIST you can also ASK

Assist – guiding Exercise 4:Being a sighted guide… Remember… • Make contact by speaking or touch. • Walk at a pace that is comfortable for both of you.

Approach Ask Assist In summary Remember… Assistance is a partnership – if you aren’t sure of the best way to help, check back with the customer. As you ASSISTyou can also ASK

More Information NCBI – The National Sight Loss AgencyCall us: 1850 33 43 53Email us: info@ncbi.ieLook us up on: www.ncbi.ie

How do you provide good customer service to people who are blind or vision impaired?