Customer Service for Travellers with Disabilities

2h - $150.00 USD
Customer Service for Travellers with Disabilities

The Customer Service for Travellers with Disabilities course covers the critical elements of providing customer service to travellers with disabilities in an airport setting.

It is designed to equip all customer facing staff at airports with the skills they need to more confidently and effectively approach and interact with travellers with disabilities or special needs.

This course was developed in partnership with Changing Paces, a leading disability awareness and training organization.

Customer Service for Travellers with Disabilities_Preview

Competencies Obtained

On completion of this course, participants will be able to:

  • Implement the critical elements of accessible customer service.
  • More confidently support people with various types of disabilities and special needs.
  • Better recognize and appropriately respond to barriers faced by travellers with disabilities at their airport.
  • Understand how to use respectful language when talking to and about travellers with disabilities, including the use of People First Language.
  • Appreciate the important role that disability supports play in maintaining travellers with disabilities’ freedom and independence.

Course Content

The Customer Service for Travellers with Disabilities course covers the following topics:

New Perspectives

  • The increasing prevalence of disabilities amongst those engaging in air travel.
  • Different ways of viewing disability.
  • Characteristics of disabilities (e.g., visible vs hidden).
  • Introduction to the CAN and HOW approach – the importance of asking permission to help before jumping in and taking over.

Disabilities and Customer Service

  • Accessible customer service principles.
  • Signs a traveller with a disability needs help.
  • How to provide effective and respectful customer service to those with mental, emotional, and neuro-developmental conditions, as well as those with physical and sensory disabilities.

Barriers and Language

  • The different types of barriers travellers with disabilities face at airports.
  • Ways those working at airports can help to remove or overcome these barriers.
  • Using respectful language when talking to and about travellers with disabilities, including the use of People First Language.

Disability Supports

  • Types of disability supports used at airports.
  • Tips for assisting customers using mobility aids / devices.
  • Honouring the boundaries between a service animal and their handler.
  • The vital role a support person plays in assisting travellers with disabilities.

This course includes an integrated online assessment.

Candidates must successfully complete the assessment to receive a Certificate of Completion.

Facilitating-Training

Who Should Enrol?

  • Those directly responsible for supporting travellers with disabilities e.g., special assistance agents or managers.
  • All those working at an airport who interact with customers as part of their role.
  • Airport managers, supervisors, or team leaders responsible for frontline personnel.
  • Any airport employee who wants a better understanding of how to support passengers with disabilities.
  • Suppliers and service providers with customer facing responsibilities at an airport.
  • Anyone interested in a career in passenger facilitation, customer service, or customer experience management.
Reviews_1

Reviews

“Clear, simple and effective. Could be of use to anyone working in an airport.” — Anonymous

“Very much worth the investment in time to learn more about accommodating all travelers – with no disabilities, visible or hidden disabilities – so everyone enjoys the same travelling experience.” — Rich

“Very informative and an eye opener, learned a lot on how to apply and treat with dignity, when serving travelers especially those with disabilities.” — Sylvia

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