Some areas to consider:

• Make sure staff are easily identifiable

• Empower staff to respond to situations. Customers often don’t care who answers their question as long as they get an answer.

• Give staff time to speak to visitors and encourage staff to ask how they can help

• Undertake disability and inclusion awareness training. Peter White highlights that you don’t need formal training to be able to give good customer service to disabled people. However courses such as Welcome All can give staff more confidence and help them feel more relaxed. Contact your Destination Management Partnership for more details.

• At the very least, encourage staff to read the Department for Work and Pension’s quick tips about customers with disabilities
www.dwp.gov.uk/employers/ dda/customers_hints.asp

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