Delivering an excellent service for disabled customers
Disabled people are a large proportion in every community in England, accounting for one in five of the total population (11.5 million people). Research tells us that disabled people and people with long-term health conditions are twice as likely to be inactive as non-disabled people. However, it also shows a clear desire from a significant number of disabled people, who want to be more active.
Of course, there isn’t only one way to engage disabled people. What really matters is that your processes are fully inclusive and accessible. Especially when it comes to providing good customer service to disabled people.
This is where our Delivering an Excellent Service for Disabled Customers’ eLearning course comes in. Staff training and workforce development is extremely valuable in becoming an inclusive facility. People make the experience. Many of us can stop using or getting any further than the facility front door if we don’t have a pleasant experience. It can be because the organisational culture is not inclusive, or not confident in interacting with disabled people.
Our customer service training is here to help. The course can increase workforce confidence and knowledge, especially those who work in leisure and customer-facing roles to engage with and support disabled people.
Disabled people tell us that there are often physical, logistical or psychological barriers which make taking part more challenging. Activity providers who have successfully tackled these barriers can offer truly inclusive environments and more engaging and enjoyable experiences for everyone.
Research tells us that more than eight in 10 disabled customers have taken their business elsewhere after experiencing poor customer care.
As a result, many disabled people are missing out on the benefits being active can bring. Equally organisations are missing out on the numerous benefits that disabled customers can offer as a large proportion of our population.
What is it?
A 60-90 minute eLearning course that raises awareness and provides practical advice on providing excellent customer service for disabled customers at sport and leisure centres.
The course covers six topics:
- Inclusive customer service
- Perceptions of disability
- Legislation and reasonable adjustments
- Effective communication
- Good practice for serving people with specific impairments and health conditions
- Creating a welcoming and accessible environment
Who is it for?
Although the training is tailored for leisure centre staff, any customer-facing businesses and individuals may benefit from the course. This includes all front of house leisure centre staff e.g. receptionists, catering and support teams, fitness assistants, membership advisors, activity or class leaders or centre managers.
Why do it?
Staff training can support your organisation to reap the rewards of satisfied disabled customers and make active lives possible. Completing the course can help to ensure everyone plays their part in creating a welcoming environment for disabled people. Here’s why you should take part:
- Thought provoking tips and advice to go away and implement
- Addresses common misconceptions around disability
- Interactive online training
- No prior knowledge or experience required
- Completed at own pace
- Cost effective delivery method
How much is it?
The cost can be as little as at £7.80 +VAT per trainee.
Training costs (+VAT) are as follows:
- Bookings for 1-49 people = £13 per person + VAT
- 50 – 99 people @ 25% discount = £9.75 per person +VAT
- 100 people or over @ 40% discount = £7.80 per person +VAT
For bulk purchase discount codes (for 10 or more bookings) contact learning@activityalliance.org.uk or 0808 175 6991.
How can I get involved?
To purchase/access the course please go to: 'Delivering an Excellent Service for Disabled Customers'.
For more information about the course, or assistance around purchasing the course, please email learning@activityalliance.org.uk or phone 0808 175 6991.
If you’re having technical issues on the platform, please contact the technical support team: Email learning@activityalliance.org.uk, or telephone 0808 175 6991.
Research citation: 83% disabled people cited this finding in a report by the Department for Business, Innovation and Skills (BIS) and Office for Disability Issues.
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