Accessible Mainstreet

Tipsheet

WHAT YOU NEED TO KNOW ABOUT CUSTOMERS WITH SPEECH IMPAIRMENTS

Everyone is different in some way. Each of us has a different way of doing things and there are some things we can’t do without some help from people, or from machines and products that are easy to use.

Some people have problems communicating. It could be the result of cerebral palsy, hearing loss, or another condition that makes it difficult to pronounce words, causes slurring or stuttering, or not being able to express oneself or understand written or spoken language. Some people who have severe difficulties may use communication boards or other assistive devices.

Here are some tips on serving customers with speech impairments.

• Just because a person has one disability doesn’t mean they have another. For example, if a customer has difficulty speaking; don't assume they have an intellectual disability as well.
• If you don’t understand, ask your customer to repeat the information.
• Don’t refer to the disability, and never use phrases like “handicapped”.
• If you are able, ask questions that can be answered 'yes' or 'no'.
• Take some time. Be patient and polite, and give your customer whatever time he/she needs to get his/her point across.
• Don’t interrupt or finish your customer’s sentences. Wait for them to finish.
• Patience, respect and a willingness to find a way to communicate are your best tools.
• Every business should have emergency procedures for customers with disabilities. Make sure you know what they are.
  

Based on: “May I Help You?” – Welcoming Customers with Disabilities” Resource Package, Accessibility Directorate of Ontario, Ministry of Community and Social Services, 2005