We provide tailored solutions for private, public and not-for-profit organisations.
From front of house staff who engage with customers on a daily basis, through to back end services, in house trainers and management, our range of disability awareness training solutions ensure your staff will become more confident, sensitive and empowered to support customers and staff with a range of additional needs.
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Utilities & Infrastructure
Both PR19 and RIOII have placed the customer at the heart of the utilities sector. Yet the challenge remains to identify and engage with vulnerable customers in particular. Having excellent end-to-end customer service from the call centre through to the engineer on the ground is essential. Having a staff, which is confident and empowered to serve those customers and be sensitive to a range of additional needs, will underpin any initiative in this area.
We work with Customer Challenge groups, special interest groups and others to facilitate the conversation and get to the heart of how you can provide innovative and excellent customer service.
Retail & Wholesale
The economic power of people with disabilities and their families – known as the purple pound - is estimated at £249 bn in the UK and some £8 trillion worldwide. In addition, older customers also represent a significant market sector and would welcome an inclusive, and easy access retail experience. With an increasingly competitive retail environment, addressing the needs of this demographic is an opportunity. Well trained staff, properly considered supply and delivery chain models, and accessible e-commerce can turn this customer into a loyal and vocal fan.
When it comes to recruitment, according to the latest official statistics, around 123,000 vacancies exist in the retail and wholesale sector.
With the government’s ambition to see a million more disabled people in work by 2027, the retail and wholesale sector offers huge potential for people with disabilities.
Minister for Disabled People, Health and Work, Sarah Newton, said “Becoming Disability Confident sends a clear message to both colleagues and customers that retailers take inclusion seriously and value diversity.”
From healthcare to education, social housing to benefits offices, it is essential to ensure the needs of all users are addressed. The role that local authorities can play in setting and demanding high standards of themselves and their end service suppliers can have real impact on the ease and take up rates of essential services. For example, taxi licensing authorities which require disability training of their licensed drivers see fewer complaints and actions for enforcement.
We work with teams at all levels to improve their understanding of how to factor in inclusion all aspects of decision making.
Many consumers in vulnerable circumstances are not receiving fair treatment from their financial services providers. Whilst there are examples of good practice in some firms, some people find communicating with providers or accessing products difficult. They may find that they are unable to obtain a flexible, tailored service that meets their needs from firms (Occasional Paper No. 8, 2015).
Identifying the vulnerable customer within the financial services sector is a key regulatory challenge. Understanding the needs of your vulnerable customers can help avoid bad debt and ultimately costly processes. The importance of the ensuring this customer plays a full and active role in the economy makes both business and social sense.
Hospitality & Tourism
The hospitality sector is expanding every year. 45% of pension aged adults have some form of disability and it is this group of individuals who are accessing leisure and tourism services more than ever before.
Guests with an impairment are taking more trips and the segment of the market is currently worth £12bn in the UK. Statistics also show that these guests will have a longer average length of stay (3.3 as against 2.9 nights) and a higher level of spend (£210 as against £191).
Accessible tourism and leisure is about much more than ramps and grab rails. Creating excellent customer experiences with staff who are confident at offering the right kind of service to all guests is the key to unlocking this market and future proofing the industry.
Serving the needs of the whole community is a core component of providing effective transport services. We are experienced in designing and delivering training to bus, rail and other providers. Having a seamless customer experience from timetable and ticketing through to physical access is a key goal and having additional- needs confident staff to deliver the service is essential. Accessing transport remains one of the main barriers to better social inclusion. The new technologies entering into this sector such as talking buses or call on demand transport can offer real opportunities to reach a bigger market.
For sector insights take a look at our Insights page here.