{"id":1362,"date":"2025-07-07T13:30:50","date_gmt":"2025-07-07T17:30:50","guid":{"rendered":"https:\/\/guide.cophan.org\/?post_type=fiche&p=1362"},"modified":"2025-10-22T15:28:46","modified_gmt":"2025-10-22T19:28:46","slug":"customer-service","status":"publish","type":"fiche","link":"https:\/\/guide.cophan.org\/en\/thematic-fact-sheets\/customer-service\/","title":{"rendered":"Customer service"},"content":{"rendered":"\r\n\r\n
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What is accessible and inclusive customer service?<\/h2>\n\n\n\n

Accessible and inclusive customer service aims to ensure a quality experience for all customers, regardless of their abilities. It is achieved through adopting specific rules, providing accessible information and processes, as well as diversified solutions adapted to the needs of each individual. It also includes ongoing staff training to ensure respectful and caring interactions.<\/p>\n\n<\/div>\r\n <\/div>\r\n <\/div>\r\n

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Overview of the situation<\/h2>\n\n\n\n

Persons with disabilities struggle to receive customer service that takes into account their needs and how they function. They face different obstacles related to behaviours, communication methods and physical layout of spaces.<\/p>\n\n\n\n

More concretely, these barriers can manifest themselves in a number of ways:<\/h3>\n\n\n\n