Open Course
Scheduled courses for individual bookings available in some locations.
The course will create an understanding of the importance of providing great customer service to all customers.
There will be a mix of inspirational presentations, stimulating group activity, practical hints and tips and individual action planning.
Welcoming All Customers covers:
1
A great welcome for everyone
- Attitudes and behaviours
- Models of disability
2
Accessibility means business
- The benefits of inclusivity
- The market for accessible services
- The three pillars of accessible tourism
- Be creative and make a difference
- Mapping the customer journey
- Gathering feedback
3
Understanding the law
- The Equality Act 2010
- Types of discrimination
- Knowing the law
4
Making a connection
- Communicating successfully
- Visible and hidden disabilities
- Identifying and overcoming barriers to accessibility
- Effective communication
- Choosing your words
- Developing your listening skills
- Communicating in writing
5
What makes a welcome?
- Offering assistance
- Accessible products and services
- Everyone is an individual - practical guide/activities across the spectrum
- Welcoming assistance dogs
6
Promoting your accessibility
- Letting Customers know what you can offer
- Accessibility Guides
- How can we promote our accessibility?
- Marketing literature for everyone
7
You make the difference
- Offering the best service
- Becoming an accessibility champion
- Finding out more
