Customer service matters

Receiving great customer service, whether when travelling, out shopping, or banking, can make a big difference to your confidence and independence.

Customer service essentials

There are some basic services that all travel operators, shops and banks should be offering you as part of their commitment to good customer service. Knowing what to expect and how to challenge poor customer service is important in maintaining your independence. Read our pages on the Equality Act [new landing page for Equality Act 2010] for more information on challenging poor customer service you have received because of your sight loss.

Customer service when travelling

When using public transport, you can expect to be able to purchase tickets and access information about your journey, including any real-time changes or disruptions. This might be provided in a range of ways, such as by telephone, on the internet, in print or in person. The vehicles you are travelling on should also provide information which is essential to your journey.

Any stations or stops should be easy to find your way around and there should be information about your location and surroundings on arrival at your destination. 

Assistance dogs, including guide dogs should always be allowed on any public transport, including licensed taxis and minicabs.

Customer service when shopping

When out shopping, you should be able to find out information on a shop’s range of products in a way that suits you. This could be in print, braille, online or from a member of staff. A member of staff should also be able to help you around the store and help you select items.

Customer service when managing your money

Information about services provided by your bank should be provided in any format you request, including braille, audio, large print and online. These should be provided in a timely manner and there shouldn’t be a delay if you have requested an alternative format.

Branches should be easy to find your way around and staff should be able to provide assistance.

Your guide to getting great service

As well as expecting the basic essentials above, we have a number of publications available which provide more information on how you can get the best level of service available, as well as examples of people with sight loss reflecting on their experience of receiving good customer service.

If you would like any of our publications in any other formats, including print, braille or audio, please call our Helpline on 0303 123 9999 or email helpline@rnib.org.uk.

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