Transcript

Thanks for joining me for the course 'Accessible Customer Service.' I'm Marc your instructor. Before we begin, let me tell you how you can get the most out of this e-learning journey on serving customers with disabilities.

It's important to know that training like the one we are about to start is a legal requirement under the Accessibility Standards for Customer Service of the Accessibility for Ontarians with Disabilities Act. The act became law in 2005.

Under the act is a regulation, known as Ontario Regulation 429-07, Accessibility Standards for Customer Service, which became law in January 2008. This regulation is about making customer service accessible for people with disabilities. From now on, we'll call the regulation 'the customer service standard,' or just 'the standard' for short.

Training is a key part to this innovative standard. The standard says that you must be trained on serving customers with disabilities if you:

• Deal with the public
• Deal with third parties
• Participate in developing customer service policies, practices, and procedures.

This training must be done as soon as it is reasonable after starting a job or duties in a business or organization.

You must receive updated training when there are any changes to policies, practices and procedures that relate to customer service for people with disabilities.

Here are the main sections of the module that you can click back to at any time:

1. Purpose of the act
2. Requirements of the customer service standard
3. Serving customers with disabilities
4. Service animals
5. Support persons
6. Assistive devices
7. If there are difficulties accessing your services