Customer service matters to everyone and the level of customer service you receive can make a big difference when carrying out everyday activities like travelling to work, going food shopping or checking your bank balance. All of these activities are vital parts of independent living.
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. Find out more about these
customer service essentials
Your guide to getting great service
We've developed, 'Your guide to getting great service' which is a free guide that includes:
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hints and tips about getting the best level of service for you
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features on some of the providers offering great customer service to blind and partially sighted people
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information about how to challenge poor customer service.
The guide is available in print, braille or audio formats from our Helpline. Call 0303 123 9999 or email helpline@rnib.org.uk to order your copy. Alternatively, you can download the guide:
You can find out about providers who are offering great customer service to blind and partially sighted people in the travel, shopping and money sections of our website.
Customer service in action
Jean's story
Jean is registered blind and so she always endeavours to book direct trains. On a recent trip to Weston, Jean booked a direct train and assistance for her journey, however there was a disruption to the journey and all passengers for Weston were asked to change trains. A friendly passenger in the same carriage realised that Jean needed some assistance and found the train manager who then helped Jean to get some assistance to the next train. Although Jean received assistance, this was because of the friendly passenger who contacted the train manager, not because train staff checked if there were any passengers on board who required assistance.
Jean wanted to highlight the issue of travel disruption and the effect that this has on those who require assistance, so she wrote a letter to the Chief Executive of First Great Western. Jean received a response that thanked her for highlighting the issue, especially because this was something that the train operator hadn't previously considered and they were going to think about how they could overcome this issue.
Steven's story
Steven is registered blind but has some sight and it's been a lifelong ambition of his to attend the Olympic games in London. Steven was delighted to receive tickets to the 1500m final and he's been told that he'll be given a seat that's suitable for someone who is blind or partially sighted. He can't wait to get there and find out what it's like and to soak up the atmosphere of London 2012!
Visit our discussion boards to share your customer service experiences.