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href="/">Home</a></span> <span class="delimiter">»</span> <span class="inline even"><a href="/resources">Resources</a></span> <span class="delimiter">»</span> <span class="inline odd"><a href="/ada-publications-and-search-portal">Publications</a></span> <span class="delimiter">»</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>Customer Service for Business</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-1327" class="article node node-fact-sheet node-odd node-full clearfix" about="/factsheet/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"><div> <p class="rteright">(<a href="/sites/adata.org/files/files/Customer_Service_for_Business_final2017.pdf" target="_blank">Printer-friendly PDF version</a> | 342 KB)<br /> (<a href="/sites/adata.org/files/files/Customer_Service_for_Business_LP_final2017.pdf" target="_blank">Large-print PDF</a> | 233 KB)<br /> (<a href="https://adata.org/customer-service-es#" target="_blank">Spanish version</a>)</p>  <p>Ensuring full access to your business and services is a great way to expand your customer base. There are approximately 56.7 million Americans with disabilities (roughly 18% of the population). In addition, persons with disabilities have friends and family members who care about disability and accessibility and are potential customers. Persons with disabilities have significant money to spend (more than $200 billion in discretionary income) and so do their companions and friends. An accessible business is safer and more user-friendly for everyone, including older customers and aging baby boomers.</p>  <div> <h2>Disability Etiquette Tips</h2>  <ul> <li>Use common sense and show common courtesy to everyone.</li> <li>Treat everyone like a valued customer. Don’t patronize.</li> <li>Be patient. People with disabilities and seniors might require more time to express themselves or to move about.</li> <li>Speak directly to the person and maintain eye contact; don’t speak to a companion, aide or interpreter.</li> <li>Describe and address people with disabilities appropriately. <ul> <li>Use “person first” language that emphasizes the person rather than the disability or condition, as in “person who has epilepsy” rather than “epileptic.”</li> <li>Avoid terms such as “handicapped,” “victim,” “afflicted,” and “confined.”</li> </ul> </li> <li>Offer assistance and listen to the response; follow any specific instructions. If the response is “no thank you,” this should also be respected.</li> <li>Do not pet, feed or distract service animals. They are working animals, not pets.</li> <li>Do not make assumptions about anyone’s abilities or limitations; every person’s disability is different. Ask questions if you are not sure what someone needs.</li> </ul>  <h2>Practical Tips: Serving Customers with Disabilities</h2>  <ul> <li>Train your staff in disability etiquette.</li> <li>Have a pad of paper handy in case a customer is deaf or unable to speak.</li> <li>Welcome service animals into your establishment. Service animals assist people with all types of disabilities, including individuals who are blind, deaf, have epilepsy, use wheelchairs, and many others.</li> <li>Make sure your staff is aware of your business’s accessible features, policies, and practices, and is trained to respond accurately to questions about them.</li> <li>Before denying a disability-related request, consider alternative solutions, which may include borrowing or renting equipment, providing curb or home delivery, retrieving merchandise from inaccessible shelves or racks, and relocating activities to accessible locations. Access will increase revenue and does not have to cost a lot of money.</li> <li>Include customers with disabilities in your emergency evacuation plan.</li> <li>Make sure that your business’s website is accessible. For example, provide “alt tags” (descriptive text) with images.</li> <li>Use available federal tax incentives to make your business more accessible and to hire employees with disabilities. (See “Resources” below.) Many states also offer tax incentives.</li> <li>Remember, people with disabilities are your customers.</li> </ul> </div>  <div> <p>You will find that many of these practices also improve your services and products for all customers.</p>  <h2>Areas to Assess for Accessibility</h2>  <ul> <li>Parking lot</li> <li>Entrance</li> <li>Lobby</li> <li>Public bathrooms</li> <li>Service counters</li> <li>Outdoor areas, including curb cuts and sidewalks</li> <li>Elevators</li> <li>Hallways</li> <li>Communication and signs (TTY, Braille, etc.)</li> <li>Emergency exits</li> </ul>  <p>All of these areas have specific accessibility requirements. Your regional ADA Center is available to discuss these requirements, provide training and answer your other ADA-related questions. To contact your regional center, call (800) 949-4232 V/TTY or go to <a href=":80/">http://www.adata.org</a>.</p>  <h2>Resources</h2>  <ul> <li><strong>ADA National Network</strong>—provides free technical assistance, training and information. 1-800-949-4232 V/TTY <a href=":80/">http://www.adata.org</a></li> <li><strong>Reaching Out to Customers with </strong><strong>Disabilities</strong>—online training developed by the U.S. Department of Justice. <a href="https://www.ada.gov/reachingout/intro1.htm">https://www.ada.gov/reachingout/intro1.htm</a></li> <li><strong>Checklist for Readily Achievable Barrier </strong><strong>Removal</strong>, by the New England ADA Center, Institute for Human Centered Design (2011). <a href="https://www.adachecklist.org/">https://www.adachecklist.org/</a></li> </ul> </div>  <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="Mid-Atlantic ADA Center" height="89" src="/sites/adata.org/files/images/Mid%20Atlantic%20Ctr.png" width="216" /></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">© 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><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> <a href="/email"><img alt="Email Us" src="/sites/adata.org/files/images/email.png" title="Email Us" /></a> <a href="https://m.facebook.com/adanetwork?_rdr"><img alt="Facebook" src="/sites/adata.org/files/images/facebook32.png" title="Follow ADANN" /></a> <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> <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> </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> <span style="color:#aaa;">|</span> <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/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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