BSBXDB301: Respond to the service needs of customers and clients with disability Assessment Answers TAFE

Course: TAFE

Assessment Type: Practical

Service providers and employers need to be more aware of the needs of customers and clients with disabilities. Diversity is an important part of our society, but we still have a long way to go in providing equal opportunities for people with disabilities. The recent federal budget announcement by the Australian Government has pledged $3 billion dollars over five years for disability services and support.

This will provide the opportunity for service providers to train their staff on how best to serve customers who are disabled or who otherwise present themselves differently from other customers. It also provides funding that can be allocated towards supports such as ramps, lifts, assistive aids, home modifications, and community-based supports such as respite care so that these individuals may live independently within their own homes rather than being institutionalized.

To help service providers provide more comprehensive support for customers with disabilities, workers need to understand what modifications may be needed to better meet the needs of individuals.

An assessment like a final exam, group, or individual can be useful for understanding new strategies. Whether you are in the classroom and working with us at Australia Assignment Help – we will help improve how well-organized law operates now into its future!

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In this section, we are describing some activities. These are;

Assessment Activity 1: Determine service requirements for customers or clients with disabilities

In order to ensure that all customers or clients with disabilities have an equal opportunity to receive the same service, it is important to determine what those service requirements might be. There are many things to take into consideration when providing services to someone who has a disability, such as type of disability and communication needs. By understanding the basics of accommodating customers or clients with disabilities, businesses can create a more inclusive environment for everyone.

One way to determine service requirements is to ask the customer or client what they need in order to feel comfortable and have an equal opportunity to enjoy the service. This could be anything from a ramp for wheelchair access to specific modifications to the environment. It is important to remember that everyone’s needs are different, so it is best to ask the individual. Different disabilities might require different modifications and they may also request different types of communication methods such as sign language or a skilled interpreter (Australian Government, 2013).

Another way to determine service requirements is to look at the guidelines provided by your state related to disability support services. For example, the Victorian Disability Act 2006 states that public places must be accessible to people with disabilities (Victorian Government, 2006).

1. Confirm that communication methods and forms of interaction meet the capabilities, needs, and preferences of individual customers or clients

It is important to remember that communication methods and forms of interaction with customers or clients who have disabilities need to meet the needs and preferences of the individual (Australian Government, 2013). A communication method might include asking what language a customer would like you to use. Most people prefer to communicate in their native language, so it is best to always ask before assuming. If you cannot communicate with a customer or client using their preferred method, make sure to get someone else involved who can (MedlinePlus, 2013).

Modes of interaction might also vary and it is important to be aware and respectful of that. For example, some people may use sign language or eye contact while others prefer not to interact. It is important to respect and acknowledge the communication style of the individual (Australian Government, 2013).

2. Communicate with customer or client to determine the reason for the service interaction

The customer or client should be contacted to determine the reason for the service inquiry so your answer can provide them with what they need.

The person who posted this question may want to know if their issue is due to an error, so if you feel like you know, please mention it in your response. For example, “It sounds like this could be because of negligent behavior on your part–have you tried unplugging and plugging back into all outlets?” or “This sounds like a chronic problem that requires future assistance.” Once again, if you think there’s something wrong with the wiring, please mention that.

If it’s something else, please mention the specific device or issue.

Please be mindful of your words and try to avoid phrases such as “It’s not my job” or “That’s not my responsibility.” If a customer is persistent about wanting help, even after you’ve explained that it’s not your area of expertise, please be sure to direct them to someone else who can help.

If you’re not comfortable helping customers with their specific issues, you can always try to refer them to someone who might be able to better assist them. That’s what we’re here for! Our team is full of experts who are more than happy to help out.

3. Consult customers or clients to confirm if they have a requirement or preference for additional personal support within the service context

If the customer or client has a requirement or preference for additional personal support within the service context, it is important to consult with them to ensure that their needs are met (Australian Government, 2013). This support might include things like providing physical assistance or accompanying the customer or client. It is important to remember that each situation is different and it is best to consult with the customer or client to determine what type of support is required (Australian Government, 2013).

Assessment Activity 2:  Confirm whether customer or client needs can be met through the service provided

Confirm whether customer or client needs can be met through the service provided. Businesses and services alike all want to provide a good user experience for their customers. However, sometimes the business is unable to accommodate due to a lack of resources or time constraints.

The best way to avoid this situation is by confirming that one’s needs will be met before signing up for such a service. For example, if a customer is confused about the service you are providing and needs clarification before moving forward then it’s best to mention that in your response. For instance, “Unfortunately there is no way I can provide a product demonstration for this.” or “Currently our website allows customers to view their past orders but unfortunately not place new ones!”

If the customer is in need of something that you are unable to help with, it’s best to refer them to someone who can. If the company representative knows who that might be then specify that person in your response or reference a way for the customer to contact them (i.e. phone number, email address).

1. Determine whether customer or clients’ service and support needs are within the scope of their own role and responsibilities, and confirm with a supervisor

Customer or client’s service and support needs should be within the scope of their own role and responsibilities (Australasian Police Advisory Agency, n.d.).

If it is outside your area of expertise then you must consult with a supervisor for what to do next. For example, “I can understand that you’re having issues with this system and that it is frustrating. I would recommend consulting with our IT department on this issue.”

It is important to note that some skills may not be taught during the hiring process, but will become a part of your daily duties as a customer service representative or team member. For example, a company might decide to train its employees in social media protocols and best practices so they are able to answer customer questions on Twitter or Facebook.

If there is no way that the service or support need can be met through your role, then it is best to consult with a supervisor before proceeding any further.

2. Identify where reference to other service providers is required where customer or client support needs or preferences are beyond the scope of their own role

There may be times where a customer or client will request for you to undertake tasks that are beyond your role and responsibilities. In these situations, it is best to identify where reference to other service providers (i.e., IT department) is required (Australian Government, 2013).

For example: “I’m sorry but I cannot provide this service to you. I would recommend contacting our IT department for more information.”

It is also important to document these conversations in case there are any future issues that need to be addressed. This will also help keep track of the different needs and preferences of your customers and clients.

Assessment Activity 3: Provide service to customers or clients with disabilities

In order to be compliant with the Australian Disability Discrimination Act, organizations are required to provide an accessible environment for all people (Australian Government, 2013).  According to this act, businesses and services must do a pre-assessment of the premises in order to identify any potential barriers that might exist for people with disabilities.

Once these barriers have been identified, it is the responsibility of the organization to provide a plan that outlines how these barriers will be removed or mitigated (Australian Government, 2013).

This could involve anything from making sure that all customer service representatives are aware of how to deal with customers who have a disability, to providing specific tools or equipment that will assist the customer in completing their transaction.

It is important to remember that every person with a disability is different, so it is best to take the time to understand their individual needs.

For example, a customer with a visual impairment might need larger text on your website, or someone who uses a wheelchair might require more room to maneuver.

1. Inform customers or clients about the products, services or supports that are accessible to them, and how they can be used or navigated

When a customer or client is made aware of the products, services, or supports that are accessible to them, it can help to build trust and improve the overall customer experience (Australian Government, 2013).

This could involve anything from informing customers about your organization’s accessibility policy, to providing a tour of your premises and explaining how each service or support can be accessed.

It is important to remember that not all disabilities are visible, so it is best to take the time to ask the customer or client about their needs. This will help ensure that you are providing them with the best possible service.

For example: Thank you for letting me know about your disability. I would be happy to provide you with the information that you need in an alternate format.

2. Identify and access available supports, facilities, or resources within the scope of own role and according to organizational procedures, as required to service individual customers or clients

There may be times when a customer or client requires specific supports, facilities, or resources in order to service them effectively. In these situations, it is best to identify and access these supports within the scope of your own role and according to organizational procedures.

For example: “If you would like, I can provide you with a copy of our policy on disability access. I can also put you in touch with our IT department, who can help you with any technical issues you might be having.”

It is important to remember that not all disabilities are visible, so it is best to take the time to ask the customer or client about their needs. This will help ensure that you are providing them with the best possible service.

3. Seek feedback on whether customers or clients are satisfied with the service received and that their service needs have been addressed

Once you have provided service to a customer or client with a disability, it is important to seek feedback from them on whether they are satisfied with the service received and that their service needs have been addressed.

This feedback can be used to improve the overall customer experience for people with disabilities.

For example: “Thank you for letting me know about your experience. I would like to ask if you felt that your needs were addressed during your time with us? Would you like to provide any additional feedback?”

It is important to remember that not all disabilities are visible, so it is best to take the time to ask the customer or client about their needs. This will help ensure that you are providing them with the best possible service.

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