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Recap – General Tips

Here are some general tips to keep in mind when serving people with disabilities:

  • Ask before you help. Don’t assume the person needs it.
  • If you're not sure what to do, ask your customer, “How can I help you?” Your customer knows if they need help and how you can provide it.
  • Don’t make assumptions about the type of disability a person has or about what accommodation needs they may have. Your assumptions may be wrong.
  • Some disabilities are not visible and customers are not required to tell you about their disabilities.
  • Speak directly to your customer, not to their support person or companion.
  • Take the time to get to know your customer’s needs and focus on meeting those needs just as you would with any other customer.
  • Listen carefully. If you’re not sure what your customer is saying, confirm by summarizing or repeating what was said to you, or politely ask them to repeat it.
  • Be patient. People with some kinds of disabilities may take a little longer to respond or do things.
  • Use appropriate language and terminology when referring to people with disabilities.