£12.50
Understanding the needs of different customers including those with disabilities and being able to adapt your responses, is a vital part of delivering great customer service and ensures you create an accessible and inclusive environment for all. The module focuses on improving service delivery for customers with a range of disabilities and emphasizes the need for businesses to adapt their practices to better accommodate customers with disabilities and ensure they feel valued.
This module starts with developing an understanding of the terminology to use that avoids indicating discrimination. The module mainly uses the term impairment as this is often more acceptable. Learners are invited to put themselves ‘in the shoes of the customer‘ to experience how visual and hearing impairments may impact a customer. Responses may have to be adapted when welcoming customers depending on the type of impairment, and the adapting the principles of The Hospitality Welcome is considered, along with the importance of accepting service / assistance dogs and carers that may accompany a customer with an impairment.
The module then focuses on 3 key types of impairment: physical, sensory and non-physical or cognitive. Physical impairments considered include other types of mobility issues other than wheelchairs and making areas accessible along with identifying and responding to dexterity impairments and facial disfigurements. Adapting responses is a key message when communicating with customers with sensory impairments, including consideration to colours and fonts used in written communication, the level of voice used if a customer has a hearing impairment and learners have a go at trying some sign language! The safety issue of having a PEEP in place is discussed. The module highlights some example cognitive impairments and encourages learners to consider how they respond to these.
Our client-centric approach, coupled with our dedication to delivering exceptional results, ensures that your business stands out, attracting attention and driving engagement.
The course is delivered fully online and is split into five highly interactive sections. Learners will engage with games, questions and activities that use real hospitality situations to draw out an understanding and learn from a video and case studies, finishing with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all at one go! In addition, there are links to websites and documents that can be used to research further learning.
1.5 Hour
1
Screen Reader
To Further Information
English
24 Questions
Automatic Download
Yes
The module is suitable for ‘front facing’ team members, supervisors and managers working in different types of hospitality including hotels, restaurants and bars along with Conference and Event venues. The module may be successfully used at any point during employment to meet a specific need to drive up standards of customer service in teams or with specific individuals.
The module will contribute to the off the job training hours for team members undertaking a Level 2 Hospitality Team member apprenticeship or a Level 2 Customer Service apprenticeship.
The module is also part of our complete Giving Great Customer Service programme which forms a base knowledge for other formal learning and qualifications and would generally meet most requirements at Level 2.
The end quiz ensures that key points are both remembered and understood and using 24 questions covers key aspects of the module content and objectives. The pass mark is 80% and on successful completion the certificate endorsed by the Institute of Hospitality is automatically available to be downloaded. Questions are in the same style as within the learning part of the module, ie: drag and drop, single choice and multiple choice and there is an opportunity to review the key points before starting the quiz. If needed, incorrect answers can be reviewed before retaking the quiz as many times as needed.
Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the module to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements.
The Institute of Hospitality endorses all our training modules and programmes.
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