The Customer Service Standards of the AODA give service providers guidelines on making their goods, services, and facilities accessible to customers with disabilities. Some of the standards’ regulations involve accessible building features or equipment. For instance, providers must train workers to use any devices or equipment the provider may have that help customers with disabilities access goods and services. Likewise, providers must notify the public when services that customers with disabilities rely on are temporarily unavailable. Therefore, this article will look at different types of funding for customer service accessibility.
AODA Resources
Resources on issues of accessibility and the Accessibility for Ontarians with Disabilities Act (AODA)
Online Customer Service Accessibility
The Customer Service Standards of the AODA gives service providers guidelines on how to start making their goods, services, and facilities accessible to customers with disabilities. While some guidelines in the Standard apply to service in-person, other guidelines apply to both in-person and remote service. Moreover, one of the most popular kinds of remote service takes place online. More and more organizations now give customers the option to do business over the Internet. Consequently, a provider’s website can be as important as its storefront. However, many organizations’ websites are not accessible for customers with disabilities. Providers can expand their consumer market and gain loyal customers when they ensure online customer service accessibility.
Providing Accessible Remote Customer Service
The Customer Service Standard of the AODA gives service providers guidelines on how to start making their goods, services, and facilities accessible to customers with disabilities. Some of these guidelines focus on service in-person. For instance, organizations must serve customers who visit with their service animals or support persons. However, organizations also provide accessible remote customer service. For instance, providers may serve customers by phone, by email, or through contact forms on their websites. Many guidelines in the Customer Service Standard apply to both in-person and remote service. For example, whether service providers deal with customers on-site or at a distance, they must:
Accessibility Features and Equipment in Customer Service
The Customer Service Standard of the AODA gives service providers guidelines on how to start making their goods, services, and facilities accessible to customers with disabilities. The Standard mandates that service providers must offer accessibility features in customer service by:
- Training staff to interact with customers who have disabilities, including customers using:
Customer Service Venue Accessibility
The Customer Service Standard of the AODA gives service providers venue accessibility guidelines to help them make their goods, services, and facilities accessible to customers with disabilities. The Standard mandates that providers must:
- Communicate in accessible ways
- Troubleshoot when disability-related services are not working
- Receive and respond to feedback about accessibility