AXESS Customer Service Training

To Be the Best Means to Value All Customers.

MORE…
Delivering accessible and pleasant service to people with disabilities involves more than using proper language, etiquette and sensitive behavior. Success means more than understanding the composition, preferences and expectations of disabled consumers. It is more than awareness that facility and equipment amenities exist to accommodate customers with different abilities. Recognition of the existence of the Americans with Disabilities Act and the Air Carrier Access Act is not enough either. Rather, accessibility and consistent delivery of superior service to the growing number of consumers with disabilities means assimilation of all these elements and more.

TRAINING
Developed by the former Air Carrier Access Act Specialist for a major airline, a new training program energizes service providers to welcome and accommodate all customers. Featuring an “edutainment” approach, it equips participants with the information and skills needed to comply with legal responsibilities and exceed their customers' expectations

Turn-key Program
Web-based or prepackaged DVD format, available 24/7
Web-based benefits include simple, sophisticated completion tracking
Easily expanded or adapted to individual business operations
Train-the-Trainer Options
Cost Effective

IN TIME

Adults with disabilities comprise America’s largest minority at 20%

Representing annual discretionary income of $200 billion*

$35 billion spent per year on dining out**

Over $13 billion devoted to travel and hospitality**

With small service improvements/accommodations consumers indicated willingness to double spending**

*US Census
**Open Doors/Harris Interactive Market Study, 2002

ON-TARGET
Customer feedback, expectations and preferences

Current demographic data
Industry-relevant, comprehensive news and information
Federal training criteria summary and compliance solution
Reinforcement and expansion of existing customer service skills

CAN
COMMUNICATION • ACCOMMODATION • NAVIGATION
Abundant techniques and skills – appropriate for different categories of disabilities and business environments. The essence of accessibility

SCORE

Increase Revenues

Dissolve Invisible Barriers

Establish competitive edge within industry

Justify existence – and operation of – facility accessibility features

Reduce corporate legal and negative publicity exposure

Ensure compliance to federal standards and statutes

Instill confident, consistent behavior among staff

Recognize and respect customer civil rights