Problem-Solving Scenarios

• One of the best ways to continue your learning is to discuss what you have learned about accessibility with your colleagues.

  Collaborate to identify and remove accessibility barriers in your organization.

  Select Something to Consider to review possible responses to each scenario.

  You can use these four scenarios to help you start a conversation with your team.

  Scenario 1

  Ren has multiple disabilities. The person providing customer service assumes that Ren cannot communicate or make decisions herself. The service provider only speaks to Ren’s support person, instead of Ren.

  What is the barrier?

  How can the service provider provide better customer service?

  

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  Something to Consider

  The barrier in this scenario is attitudinal.

  The service provider should not make assumptions about Ren or her abilities. The service provider should communicate directly with Ren.

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  Scenario 2

  Fred uses a wheelchair and is hard of hearing. Your reception area has a high counter top. It is also quite noisy when you are providing your information to Fred. He indicates that he does not understand your answer.

  What is the barrier?

  How can you offer Fred better customer service?

  

  cvxc

  Something to Consider

  The barrier in this scenario is related to information and communication, but it may also be structural.

  You can offer Fred a quiet space or to write the information down for him.

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  Scenario 3

  Your organization has a staircase to the front door. You have received complaints from customers who are unable to use the stairs, and therefore, are unable to access your goods and services.

  What is the barrier?

  How might you offer accessible customer service in this situation?

  

  cvxc

  Something to Consider

  The barrier in this scenario is structural.

  Depending on your organization, you can offer to take the good or service directly to the customer. You can offer to meet at an accessible location. There may be another accessible entrance.

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  Scenario 4

  You offer a coupon for a price reduction on your goods or services. You inform customers that the coupon is only available online.

  What is the barrier?

  What can you do to ensure the price reduction is available to everyone?

  

  cvxc

  Something to Consider

  This may be a technological barrier. It may also be a barrier related to information and communications.

  You could read the coupon to your customer if they are unable to access it, or offer alternate formats if they would like it printed, for example. You can also accept printed copies.

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