Customer service

You can manage the amount of enquiries you get when potential customers are researching your product, by having clear information on all of your channels.

Your website, your social media channels, your business listings and the information shared with travel trade partners should all clearly show:

• the name of your business
• what your product is, and what experiences it includes
• the accessible features and facilities you offer
• opening hours, dates and availability
• imagery and/or video with subtitles of the experience
• a range of easy ways to get in touch, eg phone number and email address

Find out more about setting up your digital channels.

All customer-facing staff should be sufficiently knowledgeable of the business to respond promptly and accurately to any general enquiries that they might receive from prospective customers. For example, ensure that staff are aware of your accessible facilities and services by regularly sharing your detailed Accessibility Guide or accessibility information with them.

If you’ve done a great job of customer service up to this point, then don’t stop there. There can be useful reasons to keep in touch with a customer, even if they’re unlikely to visit again themselves.

This could be customers:

• sharing their photos which could inspire others to visit
• leaving a positive review which could influence others thinking of visiting
• recommending you to family and friends who might want to visit
• signing up to your email to hear about new experiences which might prompt a return visit

To do this you can read more about:

• social media channels
• email marketing
• customer databases
• review management processes

Find more advice from Business Gateway on retaining customers.

There are many different requirements that a disabled customer may have. You should always aim to be guided by the individual customer, however having an understanding of some basic “dos and don’ts” is important to the approach you might take.

Blind or visually impaired customers

• Introduce yourself by name and business role.
• Ask the customer what would be helpful for them – do not assume their requirements.
• Ask if they would like an orientation or familiarisation tour.
• If they would like to be guided, ask if they prefer to hold onto your elbow rather than you holding theirs.
• Describe the layout or what you are doing if guiding them around.
• Alert them to any steps or protruding obstacles at floor or head height.
• Let them know when you are done and leaving.
• Describe your location in the venue to help with orientation.
• Don’t pet or feed assistance dogs unless permission is given.
• Always approach customers with assistance dogs at the opposite side to the dog

Top tip: The clock technique

When moving or orienting someone in an area, use the clock technique to help them navigate their surroundings. Treat the person as the centre of the clock face. The area directly in front of them is 12:00.

Customers in a wheelchair or with impaired mobility

• Don’t push anyone in a wheelchair unless asked to.
• Don’t lean on the chair or mobility aid.
• Position yourself at the same level as the wheelchair user – pull up a chair and sit for longer interactions.
• Don’t move mobility aids.

Deaf customers and those with hearing loss

• Face the person directly so they can lip read, but bear in mind not all deaf people can lip read
• Speak clearly – there is no need to overemphasise, exaggerate or raise your volume.
• Be prepared to repeat or rephrase things if required.
• Be prepared to write things down
• Speak one at a time.
• Don’t speak too quickly.
• Provide British Sign Language app based translation, such as Sign Video or Convo, at key interaction points eg reception.

People living with dementia

• Ask whether you can help and if so, how.
• Be patient and allow extra time.
• Ask direct questions eg “Would like me to take you to the café?”
• Speak clearly and calmly using short, simple sentences

Neurodivergent customers

• Use simple language and avoid jargon.
• Be prepared to repeat or rephrase.
• Allow time for the person to process what you have said.
• Use hand gestures and your natural body language to aid communication.