A great example of a business making sure its staff understand the needs of its customers is Telford Shopping Centre, which recently asked RNIB to provide visual and hearing loss awareness training.
The focus of the day was to help staff develop the confidence needed to assist members of the public who have visual or hearing loss, using real life scenarios to demonstrate best practice.
To gain a better insight into the issues faced by customers with disabilities, shopping centre staff also took part in simulation exercises, using RNIB developed “sim specs” to experience the shopping centre with some of the most common eye conditions – literally putting them in their customers’ shoes.
Other topics included etiquette and guiding techniques, and staff also took part in a Q&A so they could get advice on some of the most common situations they had come across at the centre.
Chris Jones, director of Telford Shopping Centre, said: “With approximately 11 million people in the UK living with a disability, there is a real and pressing need for shopping centres to ensure teams are well-equipped with the skills and knowledge to promote accessibility.
“Telford Shopping Centre is at the heart of the community – it is a place where everyone should feel welcome and it’s very important to us that all our visitors have
an enjoyable, optimum experience. An ongoing investment in training is an integral part of our commitment to providing a high standard of customer service."
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