Now it is your chance to check what you have learned in this section. There are five questions in this Knowledge Check. In each question, select your response and then select Check My Answer for feedback.
True or False: A customer informs you that he is unable to read a document you have given him. You immediately provide the customer with the same document in a larger print format. You have provided accessible customer service.
False is the best answer.
Accessible customer service is flexible, customer-centred, and identifies, removes, and prevents barriers.
It is best to ask the customer what they need, as opposed to making assumptions about their needs. In this case, it may be that the customer needs a document printed in a much larger format than you provided, or prefers to access information from his computer. It may also be that he is colour blind and the contrast of the script to the background is the main problem.
True or False: A support person accompanies a person with a disability to help with communication, mobility, personal care, medical needs, or access to goods and services.
True is the best answer.
A support person who assists an individual in carrying out activities of daily living and can be a professional “personal support worker”, a volunteer, or friend.
True or False: You should keep your attention on the person with a disability and not the support person.
Your attention should be on your customer, unless the customer asks the support person to explain something to you. You should still turn to your customer with your response.
True or False: All service animals wear a vest.
There is no standardized identification or certification of service animals in Manitoba. Therefore any animal that is identified as having been trained, including self-trained, to provide assistance to someone with a disability, may be a service animal. Remember that service animals must be under control at all times. If the customer is not controlling the service animal, organizations may offer a warning and eventually ask them to leave.
True or False: You should not touch or distract a service animal.
Treat a service animal as a working animal. Do not distract a service animal from its job by petting, feeding or playing with it, unless given permission by the person with the service animal to do so.
You must answer the question to see the Check My Answer feedback.