Elderly and Disabled
Training Course
Every organization that has a customer base of elderly and disabled customers should strive to equip their employees with the skills necessary to effectively interact with this growing customer group. Teaching employees about the nuances of this growing demographic empowers them to feel comfortable, interact more effectively, thus providing a higher degree of customer service which impacts your bottom line.
In this Elderly and Disabled Training Course we will define what types of people fall into this market segment, demystify what it's like to grow old and live with a disability, understand how to properly engage these customers, and why they are a vital part of any businesses customer base. Through examples, interactive videos, and a final exam employees will walk away with a better understanding of how to provide the highest degree of customer service to this critical consumer group.
For Employees:
· Teach an individual to think before they engage a customer
· Outline the benefits providing improved customer service to this market
· Create an understanding of why the elderly and disabled are vital to their business
· Provide resources and skills for interacting with this group
|
Module 1 – Course Introduction and Overview of the Americans with Disabilities Act (ADA)
This portion of the curriculum provides an introduction to the elderly and disabled market segment along with the objective and purpose of the training course. Teaching employees that the elderly and disabled population is growing provides a framework and foundational understanding for the rest for the rest of the course.
Module 2 – Understanding the Elderly and Disabled
Having a fundamental understanding of elderly and disabled people is at the core of the training curriculum. Often people fear what they don't understand and demystifying this consumer base is the first step in eliminating misunderstanding or inaccurate perceptions. This portion of the course will define what it means to be elderly and disabled expanding on the different aspects of aging along with the various forms of disabilities.
Module 3 – Communications Basics and Principles
Effectively communicating with the elderly and disabled can mean the difference between a satisfied customer, who will return to an establishment time and time again or one who chooses the competition. This module will explain what the most common types of disabilities are and provide the skills necessary for employees to effectively engage a disabled or elderly customer.
Module 4 – Wheelchair and Mobility Basics
Properly interacting with customers who may be confined to a wheelchair or experience other mobility restrictions can be a very challenging process. The proper steps one should take to communicate or even assist this type of customer will be outlined in this section. Understanding the right and wrong way to assist and engage these individuals not only protects an organization from liability but also provides an enhanced customer experience.
|
