You and your customers

This page gives you some tips for dealing with disabled customers.

Wheelchairs

• Sit down to talk to a wheelchair user, so they do not have to strain to see you.
• Do not lean on a person’s wheelchair. It is part of their personal space.

Visually impaired people

• Identify yourself when first speaking to a visually impaired person.
• Guiding someone – allow the person to hold your arm (instead of you holding theirs), so they are in control. Do not move away without telling them.

Hearing impaired people

• Speak slowly and clearly.
• Lip-reading – Always look directly at the person.
• Lip-reading – Make sure your face is well lit. Keep hands away from your mouth and speak normally and clearly.
• Minimise background noise.
• Have notepads ready for exchanging notes
• British Sign Language (BSL) is the first language for some deaf people. Consider employing a sign language interpreter for meetings and events or providing training for your staff in the use of British Sign Language.

People with learning difficulties and mental health conditions

• Speak slowly and clearly.
• Be patient and listen carefully – do not correct or speak for the person.
• If you do not understand, ask the person to repeat what they said.
• Ask questions that require "yes" or "no" answers if possible.
• If the person appears distressed, serve them ahead of the queue.

People with companions

• Talk directly to the disabled person, not their companion.