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odd"><a href="/ada-publications-and-search-portal">Publications</a></span> <span class="delimiter">禄</span> <span class="inline even last"><a href="/ada-fact-sheet-page">Fact Sheets</a></span></div>  </div> </div> </div>  <div role='main' id='skip-to-main-content'> <div id="main-wrapper" class="wrapper"> <div class="container grid-12"> <div class="container-inner clearfix"> <div class="group-cols-1 group-12 grid grid-12"> <div class="group-cols-1 group-12 grid grid-12"> <h1 id="page-title"><span>ADA Quick Tips - Customer Service for Front Line Staff</span></h1>  <div id="main-content" class="tb-main-box grid grid-12 section"> <div class="grid-inner clearfix"> <div class="region region-content"> <div id="block-system-main" class="block-system"> <div class="block-inner clearfix"> <div class="block-content clearfix"> <div id="article-2826" class="article node node-fact-sheet node-odd node-full clearfix" about="/factsheet/quicktips-customer-service" typeof="sioc:Item foaf:Document"> <div class="node-content"> <div class="section field field-name-body field-type-text-with-summary field-label-hidden"><div class="field-items"><div class="field-item odd" property="content:encoded"><p class="rteright">(<a href="/sites/adata.org/files/files/Quick%20Tips%20Customer%20Service%202-up%2C%20final%202018(1).pdf" target="_blank">Printer-Friendly PDF Version</a>聽| 155 KB)<br /> <a href="/sites/adata.org/files/files/LP%20Quick%20Tips%20Customer%20Service%20booklet%2C%20final%2011-21-2019-20.pdf" target="_blank">(Large Print PDF version</a>聽| 103 KB)<br /> (<a href="https://adata.org/factsheet/ADA-quick-tips-service" target="_blank">Spanish Version</a>)</p>  <h2>Customer Service Quick Tips for Front Line Staff Serving Customers with Disabilities</h2><p></p>  <p></p><p> </p>Did you know there are more than 57 million Americans with mobility, sensory, neurological, intellectual, and other types of disabilities? This diverse group represents a growing market for businesses and a valuable source of talent and support for public programs and activities.<p> </p>  <p></p><p></p>The spending power of Americans with disabilities is currently about $220 billion. Wounded veterans, an aging baby boomer generation, and other factors continue to swell the population of those with disabilities. These individuals, as well as their family members, friends, and associates, are people you want to include in your business or organization as customers, participants, volunteers, and supporters!<p></p>  <h2></h2><p> </p>Quick tips for providing excellent service to customers with disabilities:<p></p>  <ul> <li>Treat everyone as a valued customer; don鈥檛 treat people with disabilities with pity or disrespect.</li> <li>Learn about accessibility features at your place of business (e.g., is there a ramped or level entrance?) so you can answer questions and provide accurate information.</li> <li>Make sure there is a clear path of travel for customers using mobility devices or service animals.</li> <li>Service animals are used by people with a variety of types of disabilities. If you can鈥檛 tell whether an animal is a service animal, you may ask only two questions: (1) is the animal a service animal needed because of a disability, and (2) what work or task has the animal been trained to perform.</li> <li>A mobility device is considered part of an individual鈥檚 personal space; do not lean on it or move it without permission.<p></p></li> <li>When you offer assistance, wait for the individual to respond; don鈥檛 make assumptions, listen, ask for instructions, and respect the individual鈥檚 wishes.</li> </ul>  <h2>Quick tips for communicating with customers with disabilities:</h2><p></p>  <ul> <li>Speak directly to persons with disabilities; don鈥檛 avoid eye contact or speak only to their companions.<p></p></li> <li>Be patient and give your full attention to persons who may have difficulty communicating; some people need more time to express themselves.<p></p></li> <li>If you don鈥檛 understand someone, don鈥檛 pretend you do; ask questions that will help you understand.<p></p></li> <li>When speaking with a person who is deaf or hard of hearing, speak clearly, face the person, and don鈥檛 cover your mouth. If speaking through an interpreter, direct your attention to the individual with a disability, not to the interpreter.<p></p></li> <li>Keep paper and pen handy for exchanging notes with persons who are deaf, hard of hearing, have speech disabilities, or other disabilities that affect communication. Know about any other communication aids your business may have on hand (large print materials, assistive listening devices, etc.).<p></p></li> <li>When speaking with a customer of short stature or a person using a wheelchair or scooter, it may be helpful to sit down at eye level, if possible, to make the conversation easier.<p></p></li> <li>When speaking with a person who is blind or has low vision, identify yourself and others who are with you, and let the person know if you are leaving. Use specific words to give information or directions (remember the person may not be able to see you pointing, nodding, etc.) and offer to read printed material out loud if necessary.<p></p><span style="font-size:9.5pt;
mso-bidi-font-size:11.0pt;font-family:"Times New Roman",serif;mso-hansi-font-family:
Arial;mso-bidi-font-family:Arial"><p></p></span></li> </ul>  <h2>Online Resources</h2><p></p>  <p><a href="https://adata.org/">ADA National Network</a> provides free information, guidance, and training: 800-949-4232.</p>  <p><a href="https://www.adaatyourservice.org/at-your-service">Free 20-minute customer service film At Your Service .</a></p>  <p><a href="https://www.ada.gov/service_animals_2010.htm">Revised ADA Requirements: Service Animals</a>聽</p>  <p><a href="https://www.ada.gov/regs2010/service_animal_qa.html">Frequently Asked Questions About Service Animals and the ADA</a></p>  <table border="1" cellpadding="0" cellspacing="0" width="100%"> <tbody> <tr> <td colspan="2" style="width:100.0%;"> <p align="center">Content was developed by the Mid-Atlantic ADA Center, and is based on professional consensus of ADA experts and the ADA National Network.</p> </td> </tr> <tr> <td style="width:44.64%;"> <p align="center"><img alt="" height="79" src="/sites/adata.org/files/images/Mid%20Atlantic%20Ctr.png" width="191" /></p>  <p align="center">TransCen, Inc.<br /> Toll Free: 1-800-949-4232<br /> Fax: 301-251-3762<br /> Email: <a href="mailto:adainfo@transcen.org">adainfo@transcen.org</a><br /> <a href="http://www.adainfo.org/">http://www.adainfo.org/</a></p> </td> <td style="width:55.36%;"> <p align="center">The contents of this factsheet were developed under grants from the National Institute on Disability, Independent Living, and Rehabilitation Research (NIDILRR grant numbers 90DP0089 and 90DP0086). NIDILRR is a Center within the Administration for Community Living (ACL), Department of Health and Human Services (HHS). The contents of this factsheet do not necessarily represent the policy of NIDILRR, ACL, HHS, and you should not assume endorsement by the Federal Government.</p> </td> </tr> <tr> <td colspan="2" style="width:100.0%;"> <p align="center">漏 Copyright 2017 ADA National Network. All Rights Reserved.<br /> May be reproduced and distributed freely with attribution to ADA National Network (<a href=":80/">www.adata.org</a>).</p> </td> </tr> </tbody> </table> </div></div></div><div class="section field field-name-field-language field-type-list-integer field-label-above"><h3 class="field-label">Language: </h3><div class="field-items"><div class="field-item odd">English</div></div></div> </div> </div> </div> </div> </div> </div> </div> </div>    </div> </div> </div> </div> </div> </div>   <div id="footer-wrapper" class="wrapper container-16" role="contentinfo"> <div class="container grid-12"> <div class="grid-inner clearfix"> <div id="footer" class="clearfix"> <div class="region region-footer"> <div class="foot_wrap1_inner"> <div class="foot_wrap1" id="foot_links1" style="display: flex; align-items: center;"> <a href="/technical-assistance"><img alt="Call Us" src="/sites/adata.org/files/images/Phone(1).png" title="Call Us" /></a>聽<a href="/email"><img alt="Email Us" src="/sites/adata.org/files/images/email.png" title="Email Us" /></a>聽<a href="https://m.facebook.com/adanetwork?_rdr"><img alt="Facebook" src="/sites/adata.org/files/images/facebook32.png" title="Follow ADANN" /></a>聽<a href="https://bsky.app/profile/adata.org" target="_blank"><img alt="Bluesky @adata.org" src="/sites/adata.org/files/images/Bluesky-logo-32.jpg" style="width: 32px; height: 32px;" title="Bluesky @adata.org" /></a>聽<a href="https://www.linkedin.com/company/ada-national-network/" target="_blank"><img alt="LinkedIn" src="/sites/adata.org/files/images/linkedin_32.png" title="LinkedIn ADANN" /></a></div> </div> <p>聽</p> <div class="foot_wrap1" id="foot_links2"><a href="https://acl.gov/programs/research-and-development" target="_blank"><img alt="ACL & NIDILRR" src="/sites/dev.adata.org/files/images/ACL.png" style="width: 117px; height: 32px;" /></a></div> <div class="foot_wrap1" id="foot_links1" style="display: flex; align-items: center; padding-top: 0px; padding-bottom: 0px"> <a href="/social-media-platforms">Social Media Policies</a>聽<span style="color:#aaa;">|</span>聽<a href="/newsletter" target="_blank">Subscribe to Our Newsletter</a></div> <div id="foot_links3"> <ul> <li> <p>1-800-949-4232</p> </li> <li> <p><a href="/email">Email Us</a></p> </li> <li> <p><a href="/grant-disclaimer">Grant Disclaimer</a></p> </li> <li> <p><a href="/accessibility" id="accessibility">Accessibility</a></p> </li> <li id='last-updated'> <p>The website was last updated February, 2025</p> </li> </ul> </div> <div id="webform-ajax-wrapper-1350"><form class="webform-client-form webform-client-form-1350" action="/factsheet/quicktips-customer-service" method="post" id="webform-client-form-1350" accept-charset="UTF-8"><div><div class="form-item webform-component webform-component-radios webform-component--was-this-page-helpful"> <label for="edit-submitted-was-this-page-helpful">Was this page helpful? </label> <div id="edit-submitted-was-this-page-helpful" class="form-radios"><div class="form-item form-type-radio form-item-submitted-was-this-page-helpful"> <input type="radio" id="edit-submitted-was-this-page-helpful-1" name="submitted[was_this_page_helpful]" value="Yes" class="form-radio" /> <label class="option" for="edit-submitted-was-this-page-helpful-1">Yes </label> </div> <div class="form-item form-type-radio form-item-submitted-was-this-page-helpful"> <input type="radio" id="edit-submitted-was-this-page-helpful-2" name="submitted[was_this_page_helpful]" value="No" class="form-radio" /> <label class="option" for="edit-submitted-was-this-page-helpful-2">No </label> </div> </div> </div> <div class="form-item webform-component webform-component-textarea webform-component--how-can-we-make-this-page-better-for-you"> <label for="edit-submitted-how-can-we-make-this-page-better-for-you">How can we make this page better for you? 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