Young woman sitting with a young man in a library.

Customers with speech or language impairments


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Some customers may have problems communicating because of their disability. Cerebral palsy, stuttering, hearing loss or other conditions may make it difficult for the person to pronounce words or may cause slurring or stuttering. A person with this type of disability may use a communication board or other assistive devices.

A few pointers…

  • Don't assume that just because a person has this disability they also have another.
  • Give your customer whatever time they need to get their point across. If appropriate, offer to move to a more comfortable location.
  • Ask questions that can be answered "yes" or "no," if possible.
  • Don't interrupt or finish your customer's sentences. Give them time to finish.