GCL Training: Disability Confidence in Customer Service

Group discussing customer service needs

With over 14 million disabled people in the UK, with an annual disposable income in the region of £240 billion, there is a compelling moral, ethical / legal, reputational and business case for ensuring disability confidence is central to any organisation’s great customer service for all approach
This course provides delegates with a comprehensive understanding of what disability confident customer service is, why it matters and how to deliver it effectively, appropriately and consistency.

Who should attend?

Anyone involved in delivering customer services / visitor experiences.

Course overview

  • What does disability mean to delegates and how it makes them feel?
  • The importance (moral, legal, and business case) for disability confidence in customer service
  • The law relating to Disability Equality / Confident Customer Service - brief overview
  • A model approach - understanding the importance of the social model of disability, and an overview of past and emerging models of disability
  • Disability etiquette - via a team game - informative session based around getting disability confident language and behaviour embedded into customer service
  • Theory into Practice - scenario based session exploring disability confident customer service
  • Next Steps - exploring how delegates can effectively transfer learning and champion disability confidence in their roles

What will I gain?

By the end of the course delegates will have:-
  • An understanding of what disability confidence in customer service is, why it matters and what it looks like
  • Knowledge of the importance of inclusive language and behaviour in providing great customer service / visitor experience. An overview of the Equality Act and the social model of disability and how they relate to customer service
  • Greater confidence in provide greater customer service / visitor experiences to all

Our training style

Our training is designed to inspire, encourage, motivate and support both personal and organisational development.

We pride ourselves on a training style that is highly interactive, engaging (where appropriate using humour) and specific to an organisation's particular culture.

All GCL training includes case studies and practical examples of relevant case law and provides ample opportunity for group discussion and questions.

Quality assurance and accreditation

This training is ISO 9001 quality assured and CPD accredited.
CQS & IAB joint logo

What our delegates say

"Brilliant session. Very enjoyable, I felt engaged the whole way through. It raised points I hadn't thought about, and I think a lot of people – if not all – left the session with an idea of how to improve accessibility in their area and disability confidence very much improved!"

"I found the session really engaging with a good mix of interaction and discussion. Nick made it a very comfortable environment to discuss the issues without any feelings of judgement regarding our perceptions, or lack of knowledge."

Inspiring and informative – the time flew and the team laughed a lot. There was a lot of interaction with quizzes, games and case studies – I came away feeling a lot more confident and a lot happier..."

About the trainer

All GCL trainers have at least 10 years' experience supporting organisations to devise, develop and implement their equality, diversity and inclusion strategies with a focus on supporting positive change management, adding value and ensuring sustainability.