Community Development Certification by stgvsocialsnew | Nov 22, 2019 Welcome to your Community Development Certification Employees should be aware of how to give extra accommodations to the customer with special needs. Scenario # 1 You are at the register ready to ring out your customer’s purchase. The customer (Ming) starts to flap her hands excitedly and rock back and forth for a few seconds. Yet the customer tells you that they are ready to buy the shirt and smiles at you. How do you handle a customer that seems over excited and is flapping their hands and rocking? Go on your break and give the customer to another employee so they can take care of them. Smile, talk softly with the customer and just proceed to take care of the business transaction. Ask the customer why are they flapping their hands and rocking back and forth?Employees should be aware of how to give extra accommodations to the customer with special needs. Scenario # 2 You are a waiter at a restaurant and ready to take the order from a table with some customers. You notice that one of the customers is struggling with the menu, appearing confused about what to order and guessing items. Your customer (Tim) is having difficulty ordering his food. What can you do to help your customer? Tell them you will come back later. Walk away and get the manager. Make some verbal suggestions such as, “Would you prefer looking at the Salad section or Sandwich or Hamburger section?” Point to the Salad or Sandwich area on the menu for them to focus on. Suggest a couple of best sellers and see if the customer is interested or suggest some more items until they customer says what they like.All customers with special needs require help assistance with reading signs, menus, etc. Scenario # 3 You are at the register and taking orders for the movie tickets to process the ticket in person. The customer ( Pablo) is quiet and seems unable to order his ticket. You ask your customer what show does he want to see. Pablo says, “Black Panther.” You ask, “What time?” Pablo does not respond. Tell the customer that you are busy, you have a long line, and to come back later. Ask another employee to take over since you become frustrated. You, the employee, ask the questions to see if the customer responds, for example: Tell the customer the times of the show Black Panther until the customer says yes. Continue to talk to talk your customer as they make the transaction and pays.Some customers with special needs might need guidance with the business transaction such as cash, or credit cards. Scenario # 4 You are an employee at a big Amusement park. You are helping customers through the entrance of a big ride. One of your adult customers (Tanika) becomes agitated and emotional. Tanika seems a little afraid to go on the ride. What do you do? Refuse service. Talk to the customer calmly and softly and let her know that the ride is terrific and she will have fun! Tell her that you are there to help her and comfort her gently. Smile and be enthusiastic! Reassure her that all will be well. Tell the customer to return to the ride later when they feel better.It is important to quickly acknowledge your customer with special needs to make them comfortable and safe in your establishment. Scenario # 5 You are a beautician at the Beauty Parlor. The Beauty Parlor does have some customers with special needs who sometimes need their hair cut or get manicures. You get a regular customer (who you know competes in the local Special Olympics) come into your establishment for a hair- cut. The young lady Amanda (who is an adult) is sitting in your chair and starts to sing to the store radio music. The customer then proceeds to talk in a loud voice. You see the other customers become annoyed and some snicker. How can you handle the situation with dignity? Tell your customer with special needs to stop singing and talking too loudly. Glare at your other customers in the establishment that you are displeased. Whisper to your customer with special needs that they can sing or talk softly. Then you can say out loud that you really like the song on the radio as well to indicate to the public that you are supportive of your client.Scenario # 6 You are a teller at a Bank. Your bank has customers with special needs who have accounts there. One of the customers, Amir, has physical, intellectual and emotional special needs, and is known to the other tellers. He often needs more help than most customers and you notice that some of the other tellers are openly reluctant to assist Amir. How do you handle the situation? Wave at Amir and say that you are available to help him! Ask him to come to your window. Let Amir know that you will help him. Be patient, kind, and take the time to assist him. Smile! Go find the Bank manager or Assistant manager to assist the customer who has multiple special needs instead of the other tellers. Tell the other tellers that they have to have their turn to assist Amir. Tell one teller that it is his turn to take care of Amir at their own window.Time is Up!