Welcoming All Customers - Customer Service & Accessibility Training

Providing accessible products and services offers new opportunities, and can contribute to business growth and an improved quality of service for everyone. This new course provides participants with practical advice to give them confidence in meeting the needs of all their customers.

You will look at how to: 

  • anticipate and, whenever possible, meet the access needs of all your customers
  • understand the range of accessibility requirements
  • meet legal obligations under the Equality Act 2010
  • ensure your workplace is inclusive and welcoming 
  • present information in ways that can reach customers with a range of different needs, expectations and levels of understanding
  • make visits to your workplace a great experience for everyone


To learn more about how to write an accessibility guide visit: www.accessibilityguides.org


For booking enquiries please contact your local Welcome to Excellence manager


Full course details

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
  1. 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
  1. Understanding the law
    • The Equality Act 2010
    • Types of discrimination
    • Knowing the law
  1. 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
  1. What makes a welcome?
    • Offering assistance
    • Accessible products and services
    • Everyone is an individual - practical guide/activities across the spectrum
    • Welcoming assistance dogs
  2. Promoting your accessibility
    • Letting Customers know what you can offer
    • Accessibility Guides
    • How can we promote our accessibility?
    • Marketing literature for everyone
  3. You make the difference
    • Offering the best service
    • Becoming an accessibility champion
    • Finding out more

Course prices

Open course price: £95.00

In-house course price: £900.00

Course reviews

"Comprehensive, interactive and enjoyable, the Welcome to Excellence courses really deliver quality results and I'm delighted to endorse them."

Amanda Wilson, Human Resources Manager
Intu Trafford Centre

"The session was an excellent mix of theory and ideas about how to put those ideas into practice.  One direct result of the session was the National Trust's first Easy Read guide, written in partnership with an organisation for people with learning disabilities but also aimed at visitors with limited English or basic reading skills.  The course leader was also very helpful after the event with signposting similar work done by other visitor attractions."

Community Learning Officer
National Trust Knole

Course dates

For more information call 023 8062 5439 or click here to email

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